Veterinary Emergency Client Service Representative
Full-Time
No salary listed
Mid
Annapolis, MD, USA
In Person
Medical, Clinical & VeterinaryClinical Support & Patient Administration
About the job
Requirements
Veterinary experience or at least 2 years of high-level customer service experience.
Ability to work independently without constant supervision.
Ability to multitask and communicate clearly under pressure.
Strong attention to detail and confidence handling sensitive or confidential information.
Ability to learn veterinary-specific software systems quickly.
Experience de-escalating tense or emotional situations.
Availability to work weekends and holidays as part of a rotating schedule.
Responsibilities
Greet clients in person and by telephone.
Triage incoming calls using a multi-line phone system, assess urgency, and respond to inquiries promptly and accurately.
Evaluate arriving cases to help prioritize patient care.
Explain treatment plans, next steps, and associated costs.
Serve as a communication link between clients, clinicians, and referring veterinarians.
Process payments and financial transactions accurately and discreetly.
Maintain and update electronic medical records and patient documentation.
Provide emotional support and guidance, including during sensitive or end-of-life situations.
Facilitate check-in, update, and discharge processes.
Handle client concerns and complaints professionally and empathetically.
Maintain a clean, welcoming, and organized lobby or waiting area.
Collaborate with fellow client service representatives to ensure seamless team coverage and support.
Desired Qualifications
Experience in fast-paced, emotionally demanding environments.
Help Clients. Support Pets. Make a Real Impact.
Looking for meaningful work? Come join our front desk!
Anne Arundel Veterinary Emergency Clinic (AAVEC) has been delivering outstanding patient care for over 30+ years. Located just five minutes from downtown Annapolis, our state-of-the-art emergency and referral center is open 24 hours a day, 7 days a week, 365 days a year.
We are proud to have a large, collaborative team that includes over 20+ veterinarians, 50+ technicians, 20+ assistants, and 15+ client service representatives. In addition to our emergency and critical care services, we work alongside on-site specialists in Neurology, Cardiology, Internal Medicine, Oncology, Surgery, Ophthalmology, and Rehabilitation.
We are currently seeking a compassionate and experienced Client Service Representative (CSR) to join our front desk team, with an opening for mid shift.
Who You Are
You’re the calm in the storm. You communicate clearly, think quickly, and understand that a kind word or steady tone can make all the difference for a client in crisis. You take pride in creating a positive, professional experience—even when things get hectic. You’re highly organized, detail-oriented, and able to juggle multiple responsibilities without losing your sense of empathy or composure.
What You’ll Do
Greet clients warmly and professionally—both in person and over the phone
Triage incoming calls using a multi-line phone system, assess urgency, and respond to inquiries promptly and accurately
Evaluate arriving cases to help prioritize patient care
Clearly explain treatment plans, next steps, and associated costs
Act as a communication link between clients, clinicians, and referring veterinarians
Process payments and financial transactions accurately and with discretion
Maintain and update electronic medical records and patient documentation
Provide emotional support and guidance—especially during sensitive or end-of-life situations
Facilitate smooth check-in, update, and discharge processes
Handle client concerns and complaints with empathy and professionalism
Maintain a clean, welcoming, and organized lobby/waiting area
Collaborate with fellow CSRs to ensure seamless team coverage and support
What We’re Looking For
Veterinary experience or a minimum of 2 years of high-level customer service experience (experience in fast-paced, emotionally demanding environments strongly preferred)
Self-motivated and able to work independently without constant supervision
Skilled at multitasking and communicating clearly under pressure
Strong attention to detail and confidence working with sensitive or confidential information
Tech-savvy and quick to learn veterinary-specific software systems
Professional demeanor with experience in de-escalating tense or emotional situations
Flexible, adaptable, and eager to learn and grow in a fast-paced environment
Availability to work weekends and holidays as part of a rotating schedule
Available Shift
Mid Shift: 12:00pm – 10:00pm
CSRs work four 10-hour shifts per week, allowing for an extra day off and improved work-life balance. While schedules are not fixed, hours remain consistent. Team members hired for day shifts will remain on day shift schedules. Specific days may vary slightly based on the needs of the clinic.
Why Work at AAVEC?
At AAVEC, we know that veterinary medicine is a team sport—and we couldn’t do what we do without the dedication, talent, and compassion of our staff. That’s why we work hard to create an environment where our people feel valued, supported, and inspired.
We’re not just co-workers—we’re a team, and we take care of each other like one. From the front desk to the ICU, everyone plays a critical role in the care we provide. And because we know this work is both meaningful and challenging, we make sure to recognize and celebrate our team throughout the year.
Here’s just a glimpse of what makes AAVEC a great place to be:
Celebrations for milestones, achievements, and everyday wins
Festive hospital-wide decorations during Mardi Gras, Halloween, St. Patrick’s Day, and beyond
Community giving on behalf of our team to causes like the SPCA, Breast Cancer Awareness, and Suicide Prevention
A culture that prioritizes kindness, growth, and mutual respect
Whether you’re on the phones, supporting clients, or helping navigate emergencies, your work here truly matters—and we make sure you feel that every step of the way.
Benefits
We offer a comprehensive benefits package designed to support and reward our team members:
Competitive hourly pay (commensurate with experience)
Four 10-hour shifts per week for improved work-life balance
Shift differential for afternoons, evenings and overnight hours
Holiday pay
Medical, Dental, and Vision Insurance
Employee Assistance Program (EAP)
Short-Term, Long-Term Disability & Life Insurance
Referral Program
Paid Time Off (PTO)
401(k) with employer match
Generous employee pet care discount
Company paid uniforms
Opportunities for training and career development
A close-knit, collaborative, mission-driven team
Join us and make a difference—one client, one pet, one moment at a time.