Veterinary Customer Service Representative | Nights & Weekends

At our advanced emergency and specialty veterinary hospital, we are committed to delivering exceptional medicine with equally elevated client experience. At ECoVets, we expect Customer Service Representatives (CSR) to bring professionalism, empathy, and precision to every interaction. Customer Service Representatives must thrive in a sophisticated, fast-paced clinical environment and understand the importance of medical excellence and client-centered service.

Position Overview
As a Customer Service Representative, you serve as the first point of contact for clients and play a critical role in shaping their experience. You are responsible for client communications, coordinate patient flow, and support the medical team while maintaining the highest standards of organization, discretion, and compassion, especially during urgent and sensitive situations.

Key Responsibilities

• Provide clients with welcoming and professional front desk experience
• Serve as a liaison between clients, doctors and technicians, ensuring seamless communication
• Maintain a pristine, organized, and client-ready environment
• Coordinate patient check-in and escort clients to exam rooms with efficiency and care
• Manage high-volume phone and email communications with clarity, urgency, and professionalism
• Maintain accurate and up-to-date patient records in ezyVet
• Manage CSR email inbox (includes responding to, forwarding and organizing emails)
• Schedule appointments in alignment with individual specialist and emergency service protocols
• Process financial transactions with attention to detail and integrity
• Promote client financing options with confidence and clarity
• Monitor supply inventory, prepare shipments and manage client refreshment area
• Manage referral cases with urgency and elevated attention to detail
• Respond to client concerns with professionalism, discretion, and a solutions-oriented mindset
• Handle sensitive discussions, including financial estimates and end-of-life care, with empathy
• Communicate client concerns and complaints to management and owners in a timely manner
• Support doctors and technicians to optimize workflow and patient care
• Appropriately triage emergencies as they arrive and notify ECC technician for evaluation

Expectations

• Respect and value every client, patient and team member
• Exhibit exceptional interpersonal and client service skills
• Demonstrate emotional intelligence, initiative and teamwork
• Adhere to your work schedule – arrive on time and avoid unscheduled absences
• Multitask and prioritize in a high-demand environment
• Assist with training new team members and modeling expectations
• Be adaptable, dependable, and committed to continuous learning
• Assist with training new team members and modeling expectations
• Maintain highest levels of organization and attention to detail
• Adhere to company policies and standards outlined in the Employee Handbook
• Assist in building a brand and reputation within the local community and industry
• Practice self-care and assist your colleagues in doing the same

Qualifications

• Prior experience in a veterinary setting required (emergency and/or specialty experience preferred)
• Availability for nights, weekends, and holidays required
• Strong knowledge of veterinary terminology and clinical workflows
• Experience with client financing platforms required (CareCredit, Scratch Pay, Cherry)
• Experience with ezyVet preferred
• Familiarity with Weave is preferred
• Familiarity with pet insurance is preferred
• Proficiency with Microsoft applications and diagnostic tracking tools preferred

Salary : $20 - $25