Client Services Representative

Our busy veterinary hospital is seeking a professional, customer-focused Receptionist to serve as the first point of contact for clients and support the daily operations of the practice. This role requires exceptional communication skills, the ability to manage a high volume of phone calls, and a commitment to delivering an outstanding client experience.

The ideal candidate thrives in a fast-paced environment, can effectively multitask, remains calm under pressure, and demonstrates a strong service mindset. Veterinary experience is welcome but not required. We value candidates with proven success in customer service, hospitality, healthcare, retail, or other high-volume service industries.

Primary Responsibilities

Client Experience

• Create a welcoming and professional experience for every client.
• Build positive relationships through exceptional customer service.
• Assist clients with scheduling, appointment questions, and service information.
• Resolve concerns professionally and escalate issues when appropriate.
• Maintain a polished and professional front desk environment.

Phone & Communication Management

• Answer and manage a high volume of incoming calls throughout the day.
• Schedule, reschedule, and confirm appointments accurately.
• Prioritize incoming requests and direct calls appropriately.
• Relay detailed messages to veterinarians and medical staff.
• Communicate clearly and professionally with clients in person, over the phone, and via email.

Administrative Duties

• Check clients in and out efficiently.
• Process payments and maintain accurate financial transactions.
• Update and maintain client and patient records.
• Complete general administrative tasks including filing, scanning, and document management.
• Ensure accuracy in data entry and appointment scheduling.

Team Support & Operations

• Coordinate with doctors, technicians, and management to support daily workflow.
• Assist with maintaining patient flow and appointment efficiency.
• Adapt to changing priorities and hospital needs throughout the day.
• Support hospital goals through professionalism, reliability, and teamwork.

Qualifications

Required

• Minimum 1 year of customer service experience.
• Experience working in a fast-paced environment.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Strong computer and data-entry skills.
• Ability to remain professional and composed during busy periods.

Preferred

• Experience in hospitality, healthcare, hotel, restaurant, retail, call center, or other service-focused industries.
• Experience managing multiple phone lines or high call volumes.
• Veterinary or medical office experience.

Success Factors

The ideal candidate:

• Enjoys interacting with people and providing exceptional service.
• Handles a high volume of calls and client interactions with professionalism.
• Works efficiently and accurately in a fast-paced environment.
• Possesses strong problem-solving and conflict-resolution skills.
• Is dependable, adaptable, and team-oriented.
• Understands that delivering an excellent client experience is essential to the success of the hospital.

This position is ideal for someone who enjoys working with people, excels in customer service, and can confidently manage a busy front desk in a fast-paced, service-driven healthcare environment.

National Veterinary Associates (NVA) is a leading North American pet health care company with nearly 1,300 locations spanning general practice veterinary hospitals, Ethos emergency and specialty hospitals, and pet resorts and equine veterinary care. With approximately 40,000 team members, we care for pets and support pet families in communities across the United States and Canada.  Our purpose is to give pets and the people who love them more quality years together, and our mission is to make care more personal, easy and accessible while advancing medicine and care across every stage of life. Across NVA, we support our teams with the resources, expertise and opportunities they need to deliver exceptional care and help shape the future of veterinary and pet care.

Purpose: Give pets and the people who love them more quality years together

Mission: Transform the pet family experience to be personal, easy and accessible, while advancing medicine and care across every stage of life. 

Values: Care Deeply, Do What’s Right, One Team, Own It, Shape What’s Next 

One NVA: Bringing General Practice & Ethos Together

NVA is built to make care personal, easy and accessible, while advancing medicine across every stage of a pet’s life. 

At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us: