Client Experience Representative - Swing

Join the Fun at Garden State Veterinary Specialists – Eatontown!

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We’re evolving, we’re busy, and we’re excited - because we’re looking for our next amazing Client Experience Representative - Swing to join our team!

If you love helping pets, enjoy being the calm in the chaos, and don’t mind being adored by pets (and their humans), you might be exactly who we’re looking for.

Position Summary

Veritas Veterinary Partners seeks a warm, professional and highly organized client experience representative to serve as the face of a partner hospital. The client experience representative is the first person clients encounter and the last they see before leaving, making this role central to how Veritas Veterinary Partners is perceived and experienced.

This position operates at the front desk and is responsible for delivering exceptional in-person and phone-based client service, managing billing and payment processes and supporting all aspects of the client journey from arrival through departure.

Essential Duties and Responsibilities

Client Arrival and Check-In

• Greet clients and patients warmly upon arrival, creating a welcoming and reassuring first impression in what is often a stressful situation.

• Complete accurate check-in processes including verifying client and patient information, confirming appointment details and notifying clinical teams of patient arrival.

• Manage the reception area and waiting room, communicating wait time updates to clients proactively and with empathy.

• Answer incoming phone calls promptly and professionally, routing calls, taking messages and providing information within scope.

• Maintain an organized and professional front desk environment throughout the shift.

Financial Transactions and Billing

• Present financial estimates clearly and with compassion, ensuring clients understand charges associated with their pet's care.

• Process payments accurately using approved payment methods including credit, debit, CareCredit and payment plans.

• Reconcile end-of-shift transactions and report discrepancies to the supervisor or manager.

• Provide clients with information about payment options and direct complex financial questions to the financial liaison or supervisor.

• Maintain accurate client account information within the practice management system.

Discharge and Follow-Up

• Coordinate client discharge by ensuring all paperwork, prescriptions and discharge instructions are complete and clearly communicated.

• Schedule follow-up appointments and referrals as directed by the clinical team.

• Reinforce key discharge instructions with clients in plain accessible language, ensuring they leave with a clear understanding of home care expectations, medication schedules and when to seek follow-up care.

• Send appointment reminders, follow-up communications and client satisfaction outreach as directed.

• Document all client interactions and transactions accurately in ezyVet or other designated systems.

• Contribute to a collaborative team culture by remaining open to feedback and coaching, and supporting teammates to deliver a consistent and exceptional client experience.

Qualifications

Required

• Minimum one year of experience in a client-facing, customer service or reception role in a professional environment.

• Strong interpersonal and verbal communication skills with a warm and professional demeanor.

• Ability to manage multiple tasks simultaneously in a high-volume, fast-paced environment.

• Basic proficiency with computer systems, scheduling platforms and point-of-sale or billing software.

• Reliability, punctuality and a consistent professional presence at the front desk.

Preferred

• Experience in a veterinary, human health care or similarly client-intensive service environment.

• Familiarity with ezyVet, Impromed, AVImark or similar practice management software.

• Background in hospitality, luxury service or patient-facing health care reception.

• Experience processing payments, presenting financial estimates or working with CareCredit or similar financing products.

Our CIRCLE Values

At Veritas Veterinary Partners, we harness the hearts, minds and effort of our teammates, united in our CIRCLE of Core Values, to help us unlock our full potential.

• Compassion — We lead with heart in every interaction. For our patients, this means attentive care. For clients, it means guiding them with understanding. For each other, it means creating a culture founded on respect and trust.

• Integrity — We always do what's right. Through accountability, honesty and transparency, we uphold the highest ethical and medical standards and honor the trust placed in us in every decision.

• Respect — The best outcomes come from working together with heart and valuing every perspective. By honoring each other's expertise, we create an environment where collaboration thrives and ideas emerge at every level.

• Community — We harness the strengths of our people to build a culture where everyone is seen, heard and valued. This unity fosters trust across teams and assures clients their pets are cared for by one team.

• Leadership — We set the standard for exceptional care by combining sharp minds, medical expertise and compassion. Through best-in-class tools, collaboration and a growth mindset, we uphold our role as leaders in specialty and emergency veterinary care.

• Evolution — We stay curious, adaptable and seek ways to elevate patient care. By committing to a growth mindset and supporting each other, we unlock the fullest potential of individuals, teams and our organization.

Work Environment

This position is onsite full-time at a partner hospital. The role is based at the front desk and requires extended periods of standing and sitting, frequent in-person and phone interaction with clients and the ability to remain composed in high-volume and emotionally charged situations.

The client experience representative will regularly interact with clients in varying states of stress, grief, or urgency related to their pets and must consistently model calm, empathetic professionalism. Exposure to clinical noise, animal handling near reception areas and emergency arrivals is expected. Hours include evenings, weekends and holidays consistent with hospital operating hours.

Schedule - Some holidays are required) - our furry friends don’t take days off!

• Thursday - Saturday, 1:30pm -12am
• Thursday - Saturday, 11:30am - 10pm 
• Friday - Monday, 3:30pm - 12am

A Little About You:

You're the kind of person who…

• Has 1+ years of client service experience (bonus points if it’s in a fast-paced setting!)
• Speaks both human and “vet team” with excellent communication skills
• Can juggle tasks like answering multiple phone lines, data entry, billing, and making it all look easy
• Handles financial conversations with professionalism and ease
• Brings empathy, compassion, and a heart for helping anxious pet parents
• Knows when to be discreet and when to be delightfully warm
• Loves working with a team and building relationships that last
• Stays positive, curious, honest, and ready to learn
• And most importantly… likes to have FUN while doing all of the above

Salary: Starting at $21/hr, with consideration for experience.

If you're ready to make a difference - and enjoy yourself while doing it - we’d love to meet you. Come join a team that cares deeply, works hard, and laughs often.

GSVS is proud to offer the following benefits:

• Health, dental, and vision insurance, with HSA option- some plans paid 100%
• Maternity/Paternity leave
• Retirement Plan – 401K with employer match
• Employee Referral Bonus
• Paid Time off
• Mental health support with Talkspace
• Uniforms provided
• Pet discounts for medical care

Garden State Veterinary Specialists is located at 246 Industrial Way, Eatontown, NJ 07724​.