Client Service Representative [Day | Evening | Overnight]

Job Title: Client Service Representative (CSR) [Day | Evening | Overnight]

Department: Client Services

Reports To: CSR Manager

Status: Non-Exempt Hourly

Wage Range: $18.00-21.00 hourly

Updated: January 7th, 2026

Position Summary

Client Services Representatives (CSRs) provide the first and last impression of each client’s visit to our hospital.

CSRs are responsible for client care and communication, and are always providing excellent client service. CSRs

perform clerical duties related to veterinary care and treatment, process invoices and payments, direct

incoming phone calls, and provide miscellaneous support to the veterinary team.

Essential Functions

• Maintain a professional, cheerful, and helpful attitude when interacting with clients.
• Answer incoming telephone calls using proper telephone etiquette, direct calls to other team members as
  
  

necessary, and take care of routine calls, such as scheduling appointments.

• Contact clients to confirm appointments, providing them with any information or instructions they will
  
  

need prior to their appointment.

• Welcome clients and patients to the hospital, check in patients, and provide for client and patient comfort
  
  

while in the reception area. Monitor the length of time clients are waiting, and appropriately handle

situations where there is an extended wait.

• Use veterinary management software to schedule appointments. Schedule appointments in accordance
  
  

with OPVMC guidelines, depending on the type of visit.

• Use the computer system to accurately enter and retrieve records and reports, enter fees and charges, and
  
  

maintain the database. Generate callback reports, appointment lists, and other reports using the computer

system as directed.

• Exercise a technical knowledge of heartworm, flea, and parasite prevention products. Explain and
  
  

demonstrate products, and answer questions concerning these products.

• Prepare client records according to established protocols in advance of clients’ arrival. Complete required
  
  

forms, such as the new patient form, and obtain all necessary information. Obtain vaccination histories for

each patient. Recognize and note any vaccinations due for the patient.

• Accept payments from clients. Accurately process cash, checks, and charge card payments. Know and
  
  

follow OPVMC payment policies.

• Knowledge of the Care Credit process and ability to explain to clients.
• Assist other team members in keeping public areas clean and odor-free.
• Knowledge of what questions are appropriate to be directed to an LVT or doctor.
• Other tasks, as asked by doctors or management.
• Work together with all OPVMC employees and ensure that your actions support the center, the doctors,
  
  

and the practice philosophy.

Education And Experience

• High school diploma or equivalent.
• 1 years of experience in reception, in an animal clinic or medical reception preferred.
• Able to multitask, prioritize, and manage time efficiently.
• Proficient in Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).
• Attention to detail to maintain accurate patient records.
• Able to work nights, weekends, extended hours, and holidays.
• Basic understanding of animal behavior and health care.
• Passion for working with animals and their owners.
  
  

Knowledge, Skills, And Abilities

• Knowledge of general office practices and procedures, receptionist, and telephone techniques.
• Ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, and handle
  
  

cash and other forms of payment.

• Ability to learn basic veterinary terminology.
• Effective communication skills, including writing, speaking, and active listening.
• Communicate in a clear, concise, and understandable manner.
• Possess basic computer skills, including the ability to learn veterinary management software.
• Excellent customer service and interpersonal skills.
• Ability to collaborate with Veterinarians, Veterinary Technicians, Veterinary Assistants, and animal
  
  

owners.

• Advanced time management and organization skills.
• Critical thinking and data analysis.
• Problem-solving and decision-making.
• Compassion and empathy for both animals and pet owners.