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 ezyVetManage 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 (Care Credit, 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
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