Client Service Representative (CSR) – Full Time
At Pulse Veterinary Specialists & Emergency, we believe exceptional patient care starts with exceptional people. We are looking for a motivated, compassionate, and team-oriented Client Service Representative to join our growing Client Services team.
As the first point of contact for pet owners, you will play a vital role in creating a welcoming, compassionate, and supportive experience for clients during some of the most emotional moments of their pets' lives. Whether comforting a worried family during an emergency, coordinating the patient journey from admission to discharge, or providing clear communication throughout their visit, our Client Service Representatives are an integral part of the Pulse team and the exceptional care we provide.
If you thrive in a fast-paced environment, enjoy collaborating with experienced emergency veterinarians and specialists, and are passionate about delivering outstanding customer service, we would love to hear from you.
Position Summary
The Client Service Representative serves as the face and voice of Pulse Veterinary Specialists & Emergency and is a valued member of our Client Care team. Reporting to the Head of Client Services, this role plays a key part in creating exceptional experiences for our clients and patients by providing compassionate support, clear communication, and outstanding service. As an integral member of the team, the Client Service Representative works alongside all hospital departments to help deliver a welcoming, supportive, and seamless experience from arrival through discharge.
The ideal candidate is someone who values a supportive team culture, communicates with empathy and professionalism, and takes pride in contributing to the success of a leading veterinary hospital.
Duties and Responsibilities
- Deliver exceptional client service with warmth, empathy, and professionalism.
- Welcome patients and their owners upon arrival.
- Respond to emergency presentations and assist with triage communication.
- Answer and direct incoming telephone calls.
- Manage email correspondence and client inquiries.
- Maintain accurate client and patient records in our practice management software.
- Prepare estimates, invoices, and process payments.
- Admit and discharge patients.
- Support families during end-of-life care with compassion and sensitivity.
- Partner with leadership to help resolve client concerns in a timely and professional manner.
- Follow hospital SOPs and safety protocols to support smooth daily operations.
- Maintain the cleanliness, organization, and presentation of all front-of-house areas, including reception, waiting areas, and exam rooms, ensuring they remain client-ready at all times.
- Collaborate with all departments to ensure seamless patient and client care.
- Contribute to a positive, respectful, and team-focused workplace culture.
Qualifications
The Education and Experience
- Minimum one year of customer service or front desk experience preferred.
- Experience in a medical, veterinary, or hospitality environment is considered an asset.
- Post-secondary education is considered an asset.
Knowledge, Skills and Abilities
- Exceptional customer service and interpersonal skills.
- Strong verbal and written communication abilities.
- Excellent active listening and problem-solving skills.
- Ability to communicate difficult or sensitive information with professionalism and empathy.
- Calm, adaptable, and resilient in a busy emergency environment.
- Strong organizational and time management skills with the ability to prioritize and multitask.
- Ability to work independently while thriving as part of a collaborative team.
- A positive attitude, willingness to learn, and commitment to continuous improvement.
- Passion for delivering an outstanding client experience.
Company Benefits
Pulse employees receive:
- Competitive compensation
- Comprehensive health and dental benefits
- Paid vacation and personal time off
- Uniform allowance
- Generous personal pet discounts
- Employee Assistance Program (EAP)
- Continuing education and professional development opportunities
- Career advancement opportunities across the VetStrategy network
- A collaborative and supportive team environment
- The opportunity to work alongside board-certified specialists and experienced emergency professionals
Make a Difference Every Day
At Pulse Veterinary Specialists & Emergency, you'll do more than answer phones and schedule appointments - you'll be a trusted resource for pet owners, a valued member of a collaborative healthcare team, and an important part of every patient's journey.
If you're looking for a rewarding career where you can grow professionally while making a meaningful impact every day, we'd love to meet you.
Join our team and experience the difference of working at Pulse Veterinary Specialists & Emergency.
We thank all applicants for their interest. Only those selected for an interview will be contacted.
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