At Veterinary Healthcare Associates (VHA), we are dedicated to helping people, pets, and the planet become healthy, happy, and healed.
The Client Service Representative (CSR) plays a vital role in this mission by serving as the first and last point of contact for our clients and their beloved pets. This position is far more than a front desk role—it is a relationship-centered position that supports families during moments of joy, worry, urgency, and healing.
CSRs are compassionate professionals who understand the deep human–animal bond and help guide clients through their experience with empathy, clarity, and professionalism. Through thoughtful communication, operational excellence, and teamwork, CSRs help create an environment where both people and pets feel cared for and supported.
Core Values
Compassion – Leading with heart, ensuring kindness and empathy guide every interaction.
Integrity – Holding ourselves accountable to the highest ethical standards and doing the right thing, even when no one is watching.
Teamwork – Building trust and collaboration across departments to ensure seamless care for patients and their families.
Communication – Fostering open, honest, and constructive dialogue with clients and colleagues.
Empowerment – Encouraging leadership at all levels and supporting one another’s growth.
Excellence – Maintaining high standards in client service, operational accuracy, and patient care.
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Culture
VHA cultivates a high-trust, high-performance culture where compassion and accountability coexist. We believe the most exceptional veterinary hospitals are built by people who care deeply about animals and the people who love them. Our team members are encouraged to:
We value individuals who bring warmth, emotional intelligence, and professionalism to every interaction.
Role Definition: Client Service Representative
The Client Service Representative is responsible for delivering a compassionate, organized, and professional experience for all clients and visitors.
This role supports both General Practice and Emergency & Specialty services, requiring adaptability, excellent communication, and emotional awareness.
Responsibilities include:
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Welcoming and supporting clients and their pets
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Managing phone communications and scheduling
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Coordinating appointments across multiple departments
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Processing financial transactions and invoices
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Supporting hospital operations and team collaboration
The CSR ensures that every client interaction reflects VHA’s mission, values, and commitment to exceptional veterinary care.
Core Competencies
Communicates with empathy, clarity, and professionalism while supporting clients through both routine and emotionally difficult visits.
Recognizes and responds appropriately to the emotional needs of clients experiencing stress, urgency, or grief related to their pets.
Manages multiple priorities simultaneously including phones, check-ins, scheduling, payments, and documentation.
Uses hospital management software, PetDesk, and POS systems accurately and efficiently.
Maintains calm and professionalism in a fast-paced hospital environment that includes emergency and specialty services.
Builds strong relationships with doctors, technicians, and support staff while contributing positively to hospital culture.
