What are the responsibilities and job description for the Client Service Representative position at Tandem?
Client Service Representative (CSR) – Veterinary Front Desk
Boston / Cambridge Area
Tandem Vet Care | 116 Beacon St., Somerville MA 02143
About Tandem
At Tandem, we’re on a mission to deliver unrivaled, accessible healthcare to every pet. We’ve created a future-forward veterinary practice by integrating Telehealth, mobile clinics, and a full-service hospital into one seamless ecosystem.
We are serious about innovation—from developing our own AI-driven software that automates administrative tasks and streamlines workflows to outfitting our clinic with state-of-the-art equipment. We believe in empowering our teams to focus on what they do best: delivering high-quality, proactive care and providing an exceptional client experience.
By joining Tandem, you’ll become part of a collaborative community that values tenacity, teamwork, and growth, so you can thrive personally and professionally.
Why You’ll Love Working Here
Cutting-Edge Tools & Technology: Our proprietary AI platform helps reduce manual work, improves communication across teams, and supports a smoother experience for clients and patients.
Client-First, Preventive Care Model: Help guide pet parents through proactive wellness care and empower them with education and clear next steps.
Integrated Services: Be part of a unified workflow connecting telehealth, mobile visits, and our hospital—creating a frictionless patient journey.
Collaborative Culture: Work alongside veterinarians, technicians, and leadership who share feedback openly and continuously improve operations.
Flexibility & Growth: We invest in your success with personalized benefits and professional development that matches your goals.
Meaningful Work: You’ll play a key role in helping pets receive timely care and ensuring clients feel supported from the moment they walk in.
Key Responsibilities
As a Client Service Representative (CSR), you are the welcoming face and voice of our clinic. You will support both clients and clinical teams by keeping the front desk organized, professional, and compassionate.
- Greet clients and patients warmly, ensuring a positive check-in/check-out experience
- Schedule appointments efficiently across clinic, mobile, and telehealth services
- Answer phones, respond to voicemails, and communicate clearly with pet owners
- Collect patient history and reason for visit, ensuring accurate documentation
- Provide estimates, review invoices, process payments, and explain services clearly
- Coordinate with technicians and veterinarians to support patient flow and communication
- Maintain a clean, organized front desk and lobby environment
- Manage incoming/outgoing records, prescriptions requests, and follow-up communication
- Assist with reminders, callbacks, and client education resources
- Support administrative tasks including scanning, filing, and updating patient records
- De-escalate concerns with empathy and professionalism, escalating appropriately when needed
Qualifications
- High school diploma or equivalent (GED) required
- Prior customer service experience required (veterinary/medical setting strongly preferred)
- Strong communication skills and comfort speaking with clients in emotional situations
- Ability to multitask and stay organized in a fast-paced environment
- Comfort with computers, scheduling systems, and electronic medical records (EMRs)
- Positive attitude, team mindset, and willingness to learn
- Ability to handle sensitive information professionally and confidentially
- Reliable attendance and punctuality
Benefits & Perks
- Competitive Compensation: $17.00 – $23.00 per hour (based on experience)
- Healthcare & Wellness: Health insurance, dental, vision, FSA/HSA options
- Flexible Scheduling: Full-time and part-time opportunities available
- Retirement & Financial Planning: 401(k) and stock options
- Vacation & Work-Life Balance: PTO and floating holidays
- Professional Development: Training and growth opportunities within Tandem
- Additional Perks: Staff discounts on veterinary services, uniform allowance, mentorship opportunities, and pathways to leadership
Join Tandem
If you love helping people, thrive in a fast-paced environment, and want to be part of a supportive team improving veterinary care, we’d love to meet you.
Apply today by emailing your resume to careers@tandem.vet.
Job Types: Full-time, Part-time
Expected hours: 40 per week
Work Location: In person
Job Type: Full-time
Pay: $17.00 - $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Work Location: In person
Salary : $17 - $23