Description
Mission Statement
At Veterinary Healthcare Associates (VHA), we are dedicated to helping people, pets, and the planet become healthy, happy, and healed.
The Client Service Representative (CSR) plays a vital role in this mission by serving as the first and last point of contact for our clients and their beloved pets. This position is far more than a front desk role—it is a relationship-centered position that supports families during moments of joy, worry, urgency, and healing.
CSRs are compassionate professionals who understand the deep human–animal bond and help guide clients through their experience with empathy, clarity, and professionalism. Through thoughtful communication, operational excellence, and teamwork, CSRs help create an environment where both people and pets feel cared for and supported.
Core Values
Compassion – Leading with heart, ensuring kindness and empathy guide every interaction.
Integrity – Holding ourselves accountable to the highest ethical standards and doing the right thing, even when no one is watching.
Teamwork – Building trust and collaboration across departments to ensure seamless care for patients and their families.
Communication – Fostering open, honest, and constructive dialogue with clients and colleagues.
Empowerment – Encouraging leadership at all levels and supporting one another’s growth.
Excellence – Maintaining high standards in client service, operational accuracy, and patient care.
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Culture
VHA cultivates a high-trust, high-performance culture where compassion and accountability coexist. We believe the most exceptional veterinary hospitals are built by people who care deeply about animals and the people who love them. Our team members are encouraged to:
Lead with empathy
Support one another
Take initiative
Continuously grow professionally
Contribute meaningfully to the client and patient experience
We value individuals who bring warmth, emotional intelligence, and professionalism to every interaction.
Role Definition: Client Service Representative
The Client Service Representative is responsible for delivering a compassionate, organized, and professional experience for all clients and visitors.
This role supports both General Practice and Emergency & Specialty services, requiring adaptability, excellent communication, and emotional awareness.
Responsibilities include:
Welcoming and supporting clients and their pets
Managing phone communications and scheduling
Coordinating appointments across multiple departments
Processing financial transactions and invoices
Supporting hospital operations and team collaboration
The CSR ensures that every client interaction reflects VHA’s mission, values, and commitment to exceptional veterinary care.
Core Competencies
Client-Centered Communication
Communicates with empathy, clarity, and professionalism while supporting clients through both routine and emotionally difficult visits.
Emotional Intelligence
Recognizes and responds appropriately to the emotional needs of clients experiencing stress, urgency, or grief related to their pets.
Multitasking & Organization
Manages multiple priorities simultaneously including phones, check-ins, scheduling, payments, and documentation.
Technical Proficiency
Uses hospital management software, PetDesk, and POS systems accurately and efficiently.
Adaptability
Maintains calm and professionalism in a fast-paced hospital environment that includes emergency and specialty services.
Team Collaboration
Builds strong relationships with doctors, technicians, and support staff while contributing positively to hospital culture.
Requirements
Ideal Candidate Profile
Must-Haves
- Strong interpersonal and communication skills
- Genuine compassion for animals and the people who love them
- Ability to multitask effectively in a fast-paced environment
- Attention to detail in scheduling, billing, and documentation
- Comfort and proficiency using modern technology platforms, including hospital software systems, communication tools, and emerging AI-assisted tools to improve efficiency and client communication
- Emotional resilience during emergency situations or difficult client interactions
- Ability to stand for extended periods and lift up to 50 pounds when needed
Nice-to-Haves
Veterinary hospital or medical front desk experience
Familiarity with PetDesk or veterinary hospital software
Basic understanding of veterinary terminology and procedures
Bilingual communication skills
Summary
Why Join VHA?
Purpose-Driven Work
Be part of a mission that improves the lives of pets and the people who love them.
Collaborative Culture
Work in a supportive environment where compassion, teamwork, and professional respect are foundational.
Professional Growth
Access training opportunities and career development within a growing veterinary hospital.
Whole-Person Wellbeing
Benefit from wellness initiatives, supportive leadership, and an inclusive culture.