Spotsylvania Animal Hospital - Client Service Representative The Client Service Representative (CSR) plays a vital role in creating a positive first and lasting impression for our clients and their pets. The CSR is responsible for delivering exceptional service both in person and over the phone, handling client interactions with professionalism, empathy, and care. This position supports the smooth operation of the hospital by managing client communications, maintaining accurate records, and assisting the veterinary team in providing outstanding patient care.
Primary responsibilities include:
Greeting clients and patients warmly, providing professional, empathetic, and attentive service while answering in-person inquiries promptly.
Completing patient check-in and check-out efficiently while serving as a liaison with hospital staff and communicating real-time patient status and flow changes.
Maintaining client communications via phone, email, and mail, including follow-ups and thank-you messages.
Scheduling, confirming, and forwarding book appointments, routing requests appropriately; triaging patients based on urgency.
Communicating clearly about hospital services, wellness care, vaccinations, diagnostics, surgical aftercare, and specialty packages.
Handling sensitive situations (e.g., euthanasia, test results, payments) with tact and professionalism.
Maintaining accurate patient records, requesting and attaching prior records, and ensuring charges are captured.
Completing cash reconciliation, end-of-day financial tasks, and bank deposits while accurately processing payments and refunds, including transactions through Care Credit and credit card terminals.
Filling veterinary prescriptions accurately and providing instructions to clients.
Assisting with over-the-counter product sales and maintaining inventory.
Supporting veterinarians, technicians, and Practice Manager with patient care and administrative tasks.
Maintaining a clean, organized, and safe hospital environment; following safety and hygiene protocols.
Participating in opening, closing, and weekend duties as assigned.
Performing all other duties as assigned.
Qualifications include:
High school diploma or equivalent required.
Previous experience working with animals preferred; veterinary or animal care background strongly valued.
Basic computer proficiency, including the ability to use computer systems, email, practice management software, Microsoft Office applications, and basic scheduling tools.
Accurate data entry and record-keeping skills.
Ability to perform basic math for cash handling, billing, and appointment management.
Manual dexterity required for typing, filing, and handling patients or supplies.
Strong written and verbal communication skills; able to communicate clearly with clients, team members, and veterinarians.
Demonstrated ability to provide professional, empathetic, and client-focused service while maintaining composure in high-stress or emotionally challenging
to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.
Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.
Professional, neat appearance consistent with hospital standards.
Hours:
Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital
and Benefits:
We offer a comprehensive benefits package that includes medical, dental, and vision coverage. In addition, employees are eligible to participate in our 401(k) retirement plan. Other benefits include paid time off, paid holidays, and access to employee assistance program.
Ready to learn more?
We look forward to learning about your unique priorities and goals and working together with our local hospital teams to support you.
