Client Service Representative - Part-Time (Weekend Nights)

Reports To: CSR Lead(s), CSR Supervisor, Front Office Manager, and Hospital Directors

Overview of Job

Customer Services Representatives (CSRs) provide the first and last impression of each client’s visit to our hospital. CSRs are responsible for delivering exceptional client care, clear communication, and a positive experience at every interaction.

This part-time position requires consistent availability for weekend evening shifts, including Friday, Saturday, and Sunday nights. Flexibility to support additional shifts as needed is a plus.

CSRs perform clerical and client services duties related to veteirnary care, including scheduling appointments, processing invoices and payments, managing phone calls, and support hospital operations.

Duties and Responsibilities

• Maintain a professional, friendly, and compassionate attitude when interacting with clients and patients

• Answer incoming calls using proper telephone etiquette

• Schedule appointments accurately in EzyVet, collecting relevant patient history and attaching medical records

• Keep client and patient information up to date in the system

• Identify and note due vaccinations when scheduling

• Confirm upcoming appointments and follow up with unconfirmed clients

Client Check-In Responsibilities

• Welcome clients and patients warmly upon arrival

• Verify and update client demographics; apply appropriate account flags

• Ensure client and patient comfort in the reception area

• Monitor appointment flow and communicate wait times

• Identify emergencies and notify medical staff immediately for triage

• Understand differences between emergency, sick, and wellness visits

Client Check-Out Responsibilities

• Review invoices and explain charges clearly

• Process payments accurately (cash, credit card, check, CareCredit, Scratch Pay)

• Utilize and understand third-party payment options (Scratch Pay, Verifone/Veridi, CareCredit)

Additional Responsibilities

• Demonstrate basic knowledge of preventive care products (heartworm, flea/tick, parasite prevention)

• Provide compassionate support during sensitive appointments, including euthanasia

• Assist in maintaining a clean, organized, and odor-free hospital environment

• Complete daily CSR task sheets collaboratively with the team

• Promote a respectful, positive workplace culture free of gossip, bullying, or discrimination

Minimum Requirements:

• High School Diploma or equivalent

• Strong customer service background required

• Veterinary experience preferred

Required Skills and Abilities:

• Ability to multitask in a fast-paced environment

• Strong communication and interpersonal skills

• Knowledge of general office procedures and multi-line phone systems

• Ability to handle financial transactions accurately

• Willingness to learn veterinary terminology and software (EzyVet)

• Basic computer proficiency

• Ability to sit or stand for extended periods

Required Skills and Abilities:

• Part-time hours: Up to 29 hours per week

• Required availability: Weekend evenings (Friday, Saturday, Sunday nights)

• Additional weekday or holiday shifts may be assigned based on hospital needs

Benefits (Part-Time):

• NJ Earned Sick Leave (ESL) in accordance with state guidelines

• Employee Assistance Program (EAP) for confidential support and resources

Work Environment:

• Veterinary hospital setting

• Exposure to zoonotic diseases

• Exposure to cleaning chemicals and medical materials

• Occasional loud noise