Client Service Representative

Client Service Representative

VCA Coral Springs Pet Resort & Medical Center

We're looking for more than someone to answer phones-we're looking for someone who wants to be part of a team.

At VCA Coral Springs Pet Resort & Medical Center, excellent patient care and excellent client service go hand in hand. We believe every interaction matters-from the first phone call to the moment a client and their pet walk through our doors.

We're looking for an experienced Client Service Representative (CSR) who is professional, personable, dependable, and genuinely enjoys helping people. The right person understands that veterinary medicine can be emotional, fast-paced, and unpredictable, and can remain calm, compassionate, and solution-focused while keeping the hospital moving.

If you are someone who takes ownership, communicates well, follows through, and enjoys being part of a team that supports one another, we'd love to meet you.

Why We Need You

The CSR is often the first and last impression a client has of our hospital. You will play an important role in creating a positive experience for our clients while helping our medical team provide exceptional care to their pets.

Our CSRs are an important part of the hospital's daily operations and help connect our clients, doctors, technicians, and support team.

What You'll Do

• Welcome clients and their pets with professionalism, warmth, and confidence.
• Answer phones, respond to client questions, and help direct calls and requests appropriately.
• Schedule, confirm, and coordinate appointments while keeping the needs of the client and medical team in mind.
• Communicate clearly with clients regarding appointments, hospital policies, services, and next steps.
• Place outbound calls for appointment follow-ups, patient updates, client communication, and prospective client outreach.
• Present and explain estimates and fees clearly and confidently.
• Process payments and assist clients with questions regarding their invoices.
• Recommend appropriate products and services and assist clients with prescription requests and other hospital services.
• Provide general, non-medical pet care education and help clients understand preventative care recommendations.
• Maintain accurate medical records, charts, correspondence, and other required documentation.
• Work closely with the medical team to ensure information is communicated accurately and efficiently.
• Help maintain a clean, organized, welcoming hospital environment.
• Follow hospital policies, procedures, and established workflows consistently.
• Step in to support your teammates when the hospital gets busy. We believe "the how can I be of help" mindset is what makes or breaks the day.
• Protect client confidentiality and handle sensitive situations with professionalism and discretion.
• Help create an environment where clients feel heard, respected, and confident in the care their pets are receiving.

What Makes Someone Successful Here?

We're looking for someone who:

• Has previous veterinary CSR experience or strong customer-service experience that translates well to a veterinary environment.
• Is comfortable handling a busy phone queue while simultaneously managing in-person clients and hospital needs.
• Can prioritize and multitask without losing attention to detail.
• Communicates clearly and professionally-both verbally and in writing.
• Is comfortable discussing money, estimates, payments, and services with clients.
• Can handle difficult or emotional conversations with empathy while maintaining appropriate boundaries.
• Takes ownership of their responsibilities and follows through.
• Understands that communication and teamwork are essential in a veterinary hospital.
• Is dependable, punctual, and accountable.
• Is willing to ask questions, learn, accept feedback, and continue developing their skills.
• Can remain calm and professional when the day doesn't go according to plan.
• Brings positive energy to the workplace and contributes to a respectful team culture.
• Understands that every member of the hospital contributes to the client and patient experience.

Most importantly...

We want people who care.

Care about the patients.

Care about the clients.

Care about their teammates.

Care about doing things correctly.

And care enough to keep learning when they don't know something.

Veterinary medicine is a team sport. We don't expect anyone to know everything, but we do expect our team members to communicate, ask for help when they need it, support one another, and take responsibility for their part in the patient experience.

What We Offer

We offer competitive compensation and a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• Paid vacation for eligible full-time employees
• 401(k)
• Generous personal pet care discounts
• Opportunities for professional growth and development
• A collaborative hospital environment
• The opportunity to make a meaningful difference in the lives of pets and the people who love them

If you're an experienced CSR who wants to be part of a team-not just fill a position-we'd love to hear from you.

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com