What are the responsibilities and job description for the Mixed Pet Veterinary Hospital - CSR position at VetEvolve?
Mixed Pet Veterinary Hospital is a general practice serving the companion animals of Charlotte, North Carolina and surrounding communities. Our team includes a dental residency trained veterinarian and brings decades of experience and passion for tailoring care to each patient and client. We pride ourselves on our welcoming and trustworthy positive team culture, with a focus on ongoing education and development.
Client Service Representative
Position Summary
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
Client Service Representative
Position Summary
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
- Greet clients and patients warmly, providing professional, empathetic, and attentive service while answering in-person inquiries promptly.
- Complete patient check-in and check-out efficiently while serving as a liaison with hospital staff and communicating real-time patient status and flow changes.
- Maintain client communications via phone, email, and mail, including follow-ups and thank-you messages.
- Schedule, confirm, and forward book appointments, routing requests appropriately; triage patients based on urgency.
- Communicate clearly about hospital services, wellness care, vaccinations, diagnostics, surgical aftercare, and specialty packages.
- Handle sensitive situations (e.g., euthanasia, test results, payments) with tact and professionalism.
- Maintain accurate patient records, request and attach prior records, and ensure charges are captured.
- Complete 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.
- Fill veterinary prescriptions accurately and provide instructions to clients.
- Assist with over-the-counter product sales and maintain inventory.
- Support veterinarians, technicians, and Practice Manager with patient care and administrative tasks.
- Maintain a clean, organized, and safe hospital environment; follow safety and hygiene protocols.
- Participate in opening, closing, and weekend duties as assigned.
- As part of this role, calls may be recorded to help ensure we are meeting client needs and to support quality assurance and training efforts.
- Perform all other duties as assigned.
- 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.
- Able 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 situations.
- Ability 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.
- Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations
- 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.