Veterinary Client Service Representative

Veterinary Client Service Representative

Baltimore, MD  |  Full-Time

“Great veterinary medicine starts with great people.”

At Stevenson Village Veterinary Hospital, we believe exceptional veterinary care begins with compassion, communication, and teamwork. Since 1996, we've been dedicated to providing high-quality care to pets while building lasting relationships with the people who love them.

We're looking for a compassionate, dependable, and team-oriented Veterinary Client Service Representative who understands that the client experience begins long before a pet enters the exam room. You'll be the welcoming face at the front desk, the reassuring voice on the phone, and an important connection between our clients and medical team.

This role is about more than answering phones and scheduling appointments. It's about helping people feel heard, supporting your teammates, and making a difference in the lives of pets and their families—even on the challenging days.

If you take pride in doing the right thing, communicating thoughtfully, and supporting the people around you, we'd love to meet you!

What You Can Expect

• We believe a great workplace is built on mutual respect, shared responsibility, and a genuine commitment to one another. At Stevenson Village Veterinary Hospital, you'll find:
• A supportive team culture that values compassion, collaboration, and mutual respect.
• Opportunities to learn and grow in your veterinary knowledge and professional skills.
• Comprehensive benefits, including medical, dental, and vision insurance, paid time off, and a 401(k) plan for eligible full-time employees.
• An annual workwear stipend to help you feel comfortable and confident at work.
• Employee pet discounts because we know your pets are family, too.

Compensation: $17–$21 per hour, based on experience, skills, and qualifications.

Schedule: Full-time, Monday–Friday, with rotating Saturday shifts (8:45 AM–1:00 PM).

Weekday shifts include:

• Opening shift: 7:00 AM–6:15 PM
• Morning shift: 7:00 AM–1:00 PM
• Afternoon shift: 12:00 PM–6:15 PM
• Flexible scheduling options are available when possible.

What You'll Do

As a Veterinary Client Service Representative, you'll help create a smooth, welcoming, and compassionate experience for every client and patient.

Client Experience & Communication

• Welcome clients and patients warmly and professionally, both in person and over the phone.
• Manage a multi-line telephone system and respond to questions about appointments, prescriptions, medical records, and hospital services.
• Listen carefully to client concerns and ensure questions and messages reach the appropriate medical team member.
• Approach sensitive conversations, including euthanasia scheduling and end-of-life care, with empathy and discretion.
• Help navigate difficult interactions with professionalism, knowing when to involve leadership.

Scheduling & Hospital Operations

• Schedule appointments, confirm visits, and maintain an organized appointment book.
• Manage check-in and check-out, process payments, explain invoices, and schedule follow-up care.
• Maintain accurate client and patient records in our practice management software.
• Coordinate with the medical team to support efficient patient flow and minimize communication gaps.
• Help maintain a clean, organized, and welcoming reception area.

Teamwork & Professional Responsibilities

• Communicate client concerns promptly and identify urgent messages for appropriate medical team review.
• Complete assigned responsibilities accurately and within expected timeframes.
• Follow established hospital policies, procedures, and workflows.
• Take responsibility for assigned tasks, communicate when assistance is needed, and ensure outstanding items are appropriately handed off.
• Promptly communicate errors, concerns, or potential problems to the appropriate team member.
• Protect client confidentiality and handle sensitive information professionally.
• Work collaboratively with veterinarians, technicians, assistants, and fellow client service team members.

What We're Looking For

• We want someone who brings both the necessary skills and the right approach to working with people.

Required qualifications:

• At least one year of veterinary reception or veterinary client service experience.
• Experience with veterinary practice management software; Cornerstone experience preferred.
• Familiarity with veterinary terminology, common appointment types, vaccination protocols, and prescription refill workflows
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• The ability to remain calm, compassionate, and professional during busy periods or emotionally difficult conversations.
• Comfort working around dogs and cats of varying sizes, breeds, and temperaments, including fearful or reactive patients.

Just as important, you're someone who values teamwork, communicates thoughtfully, and takes pride in doing your best. You're comfortable asking questions, learning from others, and using feedback as an opportunity to grow. You understand that great patient care happens when everyone contributes, supports one another, and takes pride in the work they do.

Our Core Values

Our values guide how we care for our patients, serve our clients, and work together as a team.

• Integrity: We take responsibility for our work and do the right thing.
• Compassion: We treat our patients, clients, and teammates with kindness and empathy.
• Teamwork: We support one another, share responsibility, and succeed together.
• Communication: We listen, ask questions, share information, and follow through.
• Positive Attitude: We approach challenges with flexibility and a solution-focused mindset.

These aren't just words on a page. They're the standards we strive to uphold every day. We know veterinary medicine can be demanding, and we don't expect perfection. We value people who are willing to learn, communicate honestly, and help make our team stronger.

About Stevenson Village Veterinary Hospital

Stevenson Village Veterinary Hospital is a full-service small-animal practice serving Baltimore and the surrounding communities. Since 1996, our team has provided compassionate, high-quality veterinary care through preventive medicine, diagnostics, surgery, dentistry, and more.

We believe excellent medicine and an exceptional client experience go hand in hand. Our goal is to build lasting relationships with our clients, support the people who make our work possible, and create an environment where pets and their families feel cared for.

If you're looking for a team where your work matters, your voice is valued, and compassion extends to both patients and people, we invite you to apply.

We look forward to meeting you!

#CSR