What are the responsibilities and job description for the Veterinary Call Center Client Service Representative position at CVETS - Columbia Veterinary Emergency Trauma and Specialty?
At CVETS, every phone call matters. Whether someone is calling with a pet emergency, scheduling a specialty appointment, or seeking guidance during a stressful moment, our Call Center team serves as the first point of contact and helps ensure every caller receives compassionate, efficient service.
If you're an experienced veterinary customer service professional who thrives in a fast-paced environment, enjoys helping people, and can confidently manage multiple priorities while maintaining empathy and professionalism, we'd love to meet you.
What You'll Do
As a Veterinary Call Center Customer Service Representative, you'll serve as the communication hub for our Emergency and Specialty hospital. You'll answer and manage incoming calls, provide accurate information, assist clients with a variety of needs, and coordinate communication between clients and our medical teams. Your ability to listen with empathy, communicate clearly, and remain calm under pressure will help ensure every client feels supported from their very first interaction with CVETS.
Responsibilities include:
- Answer a high volume of incoming calls with professionalism, empathy, and efficiency
- Triage incoming calls and route them appropriately using established protocols
- Schedule specialty appointments and assist with appointment-related questions
- Provide general hospital information and answer client inquiries
- Accurately document conversations and maintain client records
- Coordinate communication between clients, doctors, technicians, and hospital departments
- Assist with prescription refill requests, medical record requests, and general administrative support
- Help de-escalate difficult conversations while maintaining a calm, compassionate demeanor
- Deliver exceptional customer service during emotionally charged situations
What Makes Someone Successful in This Role
Our best Call Center team members are compassionate communicators who remain calm under pressure and genuinely enjoy helping people.
The ideal candidate demonstrates:
- Exceptional customer service with a hospitality-first mindset
- Empathy, compassion, and patience for clients experiencing stressful situations
- Outstanding active listening skills
- Excellent phone etiquette and professional communication
- Strong de-escalation and conflict resolution skills
- Ability to multitask while maintaining accuracy
- Comfort handling a high volume of calls in a fast-paced environment
- Strong organizational and time management skills
- Attention to detail and accurate documentation
- Confidence learning and navigating multiple software systems simultaneously
- A collaborative, positive attitude and willingness to support teammates
Because emergencies don't happen on a schedule, flexibility and adaptability are essential.
Schedule
- Full-time
- 4 day workweek, 10-hour shifts (6am-4pm, 10am-8pm)
- Days, evenings, and overnight shifts available
- Rotating holidays
- One weekend day each week
- Significant shift differential for nights and weekends!
We believe in taking care of the people who take care of our patients.
Benefits include:
- Medical, Dental & Vision Insurance
- Flexible Spending Account (FSA)
- 401(k)
- Life Insurance
- Employee Assistance Program
- Paid Time Off
- Birthday PTO
- Uniform Allowance
- Shift Differentials
- Discounted Pet Care
- Supplemental Insurance Options
Qualifications
Required
- Minimum 6 months of veterinary experience
- Minimum 1 year of customer service or call center experience
- High school diploma or equivalent
- Excellent verbal and written communication skills
- Strong computer skills and ability to navigate multiple applications simultaneously
- Ability to remain calm, compassionate, and professional during emotionally sensitive conversations
Preferred
- Previous veterinary call center or referral hospital experience
- Experience with EzyVet
- Experience with VetRadar
- Experience using multi-line phone systems
- College coursework or degree
Ready to Join Our Team?
If you're passionate about helping people, enjoy solving problems, and want to make a meaningful difference by supporting pet owners during some of their most difficult moments, we'd love to hear from you. Contact Alexis Hoffman, Director of Human Resources, today at ahoffman@cvets.net to schedule your interview!
Job Type: Full-time
Pay: $18.00 - $25.00 per hour
Application Question(s):
- Do you have experience using EzyVet software?
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Ability to Relocate:
- Columbia, SC 29223: Relocate before starting work (Required)
Work Location: In person
Salary : $18 - $25