Experienced Veterinary Client Service Representative (CSR) / Lead CSR
Toluca Burbank Dog & Cat Hospital — Burbank, CA
Full-Time | $22–$27/hour DOE
Help us create an exceptional front desk experience at a beloved independent veterinary hospital.
Toluca Burbank Dog & Cat Hospital has been a trusted part of the Burbank and Toluca Lake community for decades, caring for generations of pets and the people who love them.
Under new ownership, we're building on that legacy while bringing new energy and investment to the hospital—from our equipment and clinical standards to our operations, client communication, team development, and workplace culture.
As we continue to grow, we're looking for an experienced Veterinary Client Service Representative (CSR) who can help lead the experience our clients have from the moment they call or walk through our doors.
This isn't an entry-level receptionist position. We're looking for someone with at least 7 years of veterinary CSR/reception experience who understands how a great veterinary hospital operates and can jump in and make an impact.
For the right candidate, this is also an opportunity to grow into a Lead CSR role and help set the standard for our front desk team.
THE PERSON WE'RE LOOKING FOR
You know the front desk isn't simply where appointments get scheduled and phones get answered. It's the hub of the hospital—and often where a client's entire impression of the practice begins.
We're looking for someone who genuinely enjoys people and pets.
You're warm, engaging and approachable. You naturally connect with clients and make people feel welcome. You communicate with empathy and confidence, whether you're greeting an excited new puppy owner, helping a worried client navigate an urgent situation, or calmly working through a difficult conversation.
You're also someone who gets things done.
You take initiative rather than waiting to be told what to do. You notice when something needs attention and take ownership of it. You're organized, detail-oriented, dependable and punctual. You can juggle ringing phones, arriving clients, appointment requests, medical records and questions from the clinical team without losing your composure—or your warmth.
Most importantly, you have good judgment and high emotional intelligence. You know how to read a situation, communicate professionally and de-escalate an upset client without becoming defensive.
What You'll Do
As an experienced CSR, you'll be trusted to independently handle the core responsibilities of a busy veterinary front desk, including:
- Creating a warm, welcoming experience for every client and patient
- Managing incoming calls, emails, appointment requests and client communications
- Scheduling appointments thoughtfully and efficiently
- Checking clients and patients in and out; reviewing discharge instructions and educational materials with clients during check-out
- Processing payments and reviewing invoices and estimates with clients; auditing daily financial reports to reconcile invoices and ensure zero balance discrepancies
- Maintaining accurate client and patient information
- Responding to client, vendor, and partner emails, faxes, and online portal requests
- Triage incoming calls/appointments and recognize urgent situations and communicate appropriately with the medical team
- Coordinating medical records and communications with other veterinary hospitals
- Processing pharmacy requests, food orders, and prescription refills while getting veterinarian approvals as needed
- Discussing basic protocols confidently, including vaccine schedules, flea/tick prevention, and pre-surgery fasting
- Communicating hospital policies clearly, professionally and empathetically
- Assisting with pet loss, guiding grieving owners through euthanasia options, cremation choices, and memorial items with deep compassion
- Handling difficult client interactions with good judgment and de-escalation skills
- Keeping doctors, technicians and fellow CSRs informed so the hospital runs smoothly
- Monitor front-desk inventory, keeping retail pet food and lobby displays fully stocked and organized
- Identifying problems proactively rather than waiting for someone else to solve them
- Helping maintain an organized, professional and positive front desk environment
For a candidate who joins us as or develops into our Lead CSR, responsibilities may also include mentoring and training other CSRs, improving front desk workflows, helping establish service standards, and partnering with ownership and hospital leadership to continuously improve the client experience.
What We're Looking For
Required:
- 7+ years of veterinary CSR, veterinary receptionist or equivalent veterinary client-service experience
- Strong knowledge of veterinary front desk operations and workflows
- Exceptional interpersonal and verbal communication skills
- A genuinely warm, friendly and engaging personality
- Strong emotional intelligence and client de-escalation skills
- Excellent judgment and professionalism
- Proactive, self-starting work style
- Strong work ethic and willingness to jump in wherever needed
- Ability to multitask effectively in a busy hospital
- Excellent attention to detail
- Dependability and punctuality
- Comfort discussing invoices, estimates and hospital policies with clients
- Ability to work collaboratively with veterinarians, technicians, assistants and fellow CSRs
A plus:
- Lead or senior CSR experience
- Experience training or mentoring other front desk team members
- Experience with Shepherd Veterinary Software / PIMS
- Experience helping improve client-service processes or hospital workflows
Why Toluca Burbank?
We're an independent hospital—and we're intentionally building something different.
We believe veterinary medicine works best when decisions are centered around patients, clients and the people providing the care, rather than simply hitting corporate metrics.
At the same time, being independent shouldn't mean being poorly run.
Our new ownership team is investing in the hospital's next chapter: better systems, better technology and equipment, stronger clinical and operational practices, better communication, and a workplace where talented people have the support and tools to do their best work.
We value people who bring ideas to the table. We want our team members to grow with us, take ownership of their roles, and help us continually make the hospital better.
And yes—there are plenty of snacks, and ownership has been known to keep the team well-fed with lunches too.
Compensation & Benefits
$22–$27/hour, depending on experience and qualifications
For an exceptional candidate with substantial veterinary CSR and leadership experience, we are open to compensation toward the top of the range and the opportunity to serve as a Lead CSR.
Full-time benefits include:
- High-quality medical insurance with 80% of the employee premium paid by the hospital, subject to plan eligibility
- 401(k) with up to 4% employer match, subject to plan eligibility
- Paid time off
- Employee pet-care benefits
- Training and professional-development opportunities
- Opportunities for increased responsibility and career growth
- Predictable general-practice environment without overnight or emergency shifts
- Supportive, engaged ownership
- Team lunches, snacks and appreciation
- The opportunity to help shape the future of a growing independent hospital
Interested?
If you're an experienced veterinary CSR who loves connecting with people, takes pride in creating an exceptional client experience, and wants to play an important role in a growing independent hospital, we'd really like to meet you.
We're particularly interested in candidates who aren't simply looking for their next front desk job, but for a hospital where their experience, judgment and personality can make a meaningful difference.
Please submit your resume and tell us a little about what you're looking for in your next veterinary hospital.
Learn more about us at TolucaBurbankVet.com.
Pay: $22.00 - $27.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Continuing education credits
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Uniform allowance
- Vision insurance
Experience:
- Veterinary CSR: 7 years (Required)
Work Location: In person
