Armistead Avenue Veterinary Hospital-CSR

The Armistead Avenue Veterinary Hospitalteam provides primary and urgent care treatment as well as soft tissue surgery and dentistry to Hampton Virginia and surrounding small animal communities. AAHA Accredited since 1992 our efficient communicative highly skilled team does everything it can to make the client and patient experience positive and stress-free earning a wonderful reputation in the community.

The Client Service Representative (CSR) plays a vital role in creating a positive first and lasting impression for our clients and their pets. The CSR is responsible for delivering exceptional service both in person and over the phone handling client interactions with professionalism empathy and care. This position supports the smooth operation of the hospital by managing client communications maintaining accurate records and assisting the veterinary team in providing outstanding patient care.

Primary Responsibilities:

• Greet clients and patients warmly providing professional empathetic and attentive service while answering in-person inquiries promptly.
• Complete patient check-in and check-out efficiently while serving as a liaison with hospital staff and communicating real-time patient status and flow changes.
• Maintain client communications via phone email and mail including follow-ups and thank-you messages.
• Schedule confirm and forward book appointments routing requests appropriately; triage patients based on urgency.
• Communicate clearly about hospital services wellness care vaccinations diagnostics surgical aftercare and specialty packages.
• Handle sensitive situations (e.g. euthanasia test results payments) with tact and professionalism.
• Maintain accurate patient records request and attach prior records and ensure charges are captured.
• Complete cash reconciliation end-of-day financial tasks and bank deposits while accurately processing payments and refunds including transactions through Care Credit and credit card terminals.
• Fill veterinary prescriptions accurately and provide instructions to clients.
• Assist with over-the-counter product sales and maintain inventory.
• Support veterinarians technicians and Practice Manager with patient care and administrative tasks.
• Maintain a clean organized and safe hospital environment; follow safety and hygiene protocols.
• Participate in opening closing and weekend duties as assigned.
• As part of this role calls may be recorded to help ensure we are meeting client needs and to support quality assurance and training efforts.
• Perform all other duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• Previous experience working with animals preferred; veterinary or animal care background strongly valued.
• Basic computer proficiency including the ability to use computer systems email practice management software Microsoft Office applications and basic scheduling tools.
• Accurate data entry and record-keeping skills.
• Able to perform basic math for cash handling billing and appointment management.
• Manual dexterity required for typing filing and handling patients or supplies.
• Strong written and verbal communication skills; able to communicate clearly with clients team members and veterinarians.
• Demonstrated ability to provide professional empathetic and client-focused service while maintaining composure in high-stress or emotionally challenging situations.
• Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.
• Comfortable sitting standing walking bending and kneeling for extended periods throughout the workday.
• Professional neat appearance consistent with hospital standards.

Hours:

• Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations

Compensation and Benefits:

• We offer a comprehensive benefits package that includes medical dental and vision addition employees are eligible to participate in our 401(k) retirement plan. Other benefits include paid time off paid holidays and access to employee assistance program.