Client Service Representative

The Client Service Representative (CSR) serves as a primary point of contact for clients, ensuring a positive customer experience through responsive communication, problem resolution, and support. This role focuses on building strong client relationships, addressing inquiries, and coordinating with internal teams to deliver timely and accurate service.

Key Responsibilities

Customer service functions, including: greeting visitors, answering telephones, and guiding clients and their pets to exam rooms.

Scheduling and confirming appointments

Placing outbound calls for follow-ups and reaching out to prospective clients

Presenting and explaining fees, including processing payments

Serve as the main contact for client inquiries via phone, email, and/or chat

Respond promptly and professionally to client questions, requests, and concerns

Resolve client issues by investigating problems and coordinating with internal departments

Maintain accurate client records, documentation, and communication logs

Assist clients with onboarding, account updates, and service requests

Communicate product, service, and policy information clearly and accurately

Follow up with clients to ensure issues are resolved and expectations are met

Identify opportunities to improve client satisfaction and retention

Adhere to company policies, service standards, and compliance requirements

Qualifications

High school diploma

Previous experience in customer service, client relations, or a similar role preferred

Strong verbal and written communication skills

Excellent problem-solving and conflict-resolution abilities

Ability to manage multiple tasks and prioritize effectively

Detail-oriented with strong organizational skills

Willingness to work non-traditional hours, including nights, weekends and holidays

The ability to lift up to 40 lbs. and be exposed to hazards associated with pets such as allergies, contagious diseases, noises, odors, bites, scratches, and animal waste

Skills & Competencies

Customer-focused mindset

Professional and courteous demeanor

Active listening and empathy

Time management and follow-through

Team collaboration

Adaptability in a fast-paced environment

Benefits

Health, dental, and vision insurance

Paid time off and holidays

Opportunities for training and career advancement

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com