Client Service Representative

VCA Woodland Animal Hospital

Customer Service Representative (CSR) – Job Description

Position Summary

The Customer Service Representative is a vital member of the VCA Woodland team and is often the first and last point of contact for our clients. The CSR is responsible for creating a welcoming, compassionate, and professional client experience while supporting effective communication between clients and the medical team.

CSRs are expected to demonstrate professionalism, accountability, teamwork, compassion, initiative, and attention to detail while managing the demands of a busy veterinary hospital.

Primary Responsibilities

Client Experience & Communication

• Greet clients and patients promptly, warmly, and professionally.
• Answer telephone calls and respond to client needs with compassion, accuracy, and urgency.
• Communicate hospital policies, processes, and general information clearly and professionally.
• Maintain professionalism when assisting frustrated, emotional, or upset clients and seek assistance when appropriate.
• Protect client, patient, and hospital confidentiality at all times.

Scheduling & Patient Care Coordination

• Schedule appointments accurately according to hospital and doctor scheduling guidelines.
• Confirm appointments following established hospital procedures.
• Contact surgery and sedation clients directly regarding drop-off times, fasting, medications, and other instructions provided by the medical team.
• Partner with the medical team when questions or concerns require medical guidance.
• Support advanced/future booking by scheduling recommended follow-up care and completing assigned client outreach.

Client Accounts & Checkout

• Maintain accurate client and patient records and document communications appropriately.
• Check clients and patients in and out efficiently and accurately.
• Review charges and collect payment according to hospital policies.
• Follow established procedures for discounts, account balances, returns, and register transactions.
• Assist with prescription and food pickups while referring medical questions to the appropriate medical team member.

Teamwork & Hospital Support

• Communicate respectfully and professionally with coworkers at all times.
• Work collaboratively with the Client Service and Medical teams to support hospital and patient needs.
• Take initiative and assist teammates when workload allows.
• Use downtime productively by completing assigned tasks, client outreach, advanced-booking calls, cleaning, training, or assisting other areas of the hospital.
• Maintain a clean, organized, and professional lobby, front desk, and client-facing environment.
• Ask questions when expectations are unclear and communicate concerns through the appropriate channels.

Professional Expectations

All VCA Woodland CSRs are expected to:

• Arrive on time and be ready to work at the scheduled start of each shift.
• Maintain reliable attendance and follow hospital policies and procedures.
• Demonstrate respectful and professional communication in person, by phone, email, text, and internal messaging.
• Accept coaching and feedback professionally and demonstrate continued growth.
• Take accountability for mistakes and actively participate in solutions.
• Avoid gossip, inappropriate language, disruptive behavior, or conduct that negatively impacts the team or workplace.
• Remain flexible and solutions-focused as hospital priorities change.
• Recognize when a question or concern is outside the CSR scope and involve the appropriate medical team member or leader.

What Success Looks Like

A successful VCA Woodland CSR takes ownership of the client experience, communicates clearly, maintains accurate information, supports continuity of patient care, uses time productively, and works collaboratively with the entire hospital team.

Every interaction matters. From the first phone call and greeting at the front desk to scheduling the next appointment and saying goodbye, our CSRs help build the trust our clients place in VCA Woodland Animal Hospital.

If you are a current associate, you 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.