Full-Time Client Service Representative

VCA Durant Road Animal Hospital & Pet Resort – Raleigh, NC

At VCA Durant Road Animal Hospital & Pet Resort, we believe exceptional pet care starts with exceptional people. We are looking for a friendly, energetic, and compassionate Client Service Representative (CSR) who enjoys building relationships with clients, loves animals, and thrives in a fast-paced, team-oriented environment.

Our CSRs are often the first and last impression clients have of our hospital. They play a vital role in creating a welcoming experience while helping our medical team and Pet Resort operate efficiently every day.

Why Join Our Team?

We are an AAHA-accredited small animal hospital located in North Raleigh with two veterinarians and a full-service Pet Resort offering boarding, daycare, grooming, and spa services for our canine and feline guests.At Durant Road, teamwork is one of our greatest strengths. We are looking for someone who will be cross-trained throughout the hospital, giving you the opportunity to learn and grow beyond the front desk. In addition to client service responsibilities, you'll gain experience supporting our medical team and Pet Resort, creating a dynamic work environment where you can branch out and learn new skills and become an essential part of our hospital.

What You'll Do

As a Client Service Representative, you will:

• Welcome clients and their pets with warmth and professionalism.
• Answer multi-line phones and provide outstanding customer service.
• Schedule and confirm medical appointments, surgeries, boarding reservations, grooming appointments, and daycare visits.
• Escort clients and pets to exam rooms after obtaining an accurate weight.
• Process payments and confidently discuss estimates, invoices, and payment options.
• Educate clients on hospital services offered, our wellness program, preventive care, our online pharmacy for prescriptions, and products available for purchase.
• Manage medical records, digital correspondence, prescription requests, and client communications.
• Make outbound follow-up calls and assist with client retention and new client outreach.
• Coordinate the check-in and check-out process for boarding, daycare, and grooming guests.
• Help maintain a clean, organized, and welcoming hospital environment, both inside and outside the facility.
• Work collaboratively with our veterinary team and Pet Resort staff to provide exceptional care and customer service.

Schedule

Our hospital hours are:

• Monday - Friday: 7:30 AM – 6:00 PM
• Saturday: 7:30 AM – 2:00 PM
• Sunday: Pet Resort boarding pick-up only from 3:00 PM – 4:00 PM (handled by our Pet Resort team)

We are seeking a full-time team member who enjoys a 4-day workweek (7:30 AM – 6:00 PM) with a rotating Saturday schedule, providing an excellent work-life balance.

What We're Looking For

We're looking for someone who is:

• Friendly, positive, and genuinely enjoys helping people.
• Passionate about animals and their care.
• Organized with strong attention to detail.
• Comfortable multitasking in a busy environment.
• A dependable team player with excellent communication skills.
• Willing to learn and grow through cross-training opportunities.

Customer service, veterinary, animal care, boarding, or pet resort experience is preferred, but we are happy to train the right candidate who brings a great attitude and a willingness to learn.

Compensation

Starting pay begins at $16.00/hour and is based on experience.

VCA Total Rewards Benefits

We offer competitive compensation and an excellent benefits package, including:

• Medical, dental, and vision insurance
• Paid vacation and sick time
• Paid parental leave
• 401(k)
• Free mental health resources and wellness subscriptions (Headspace and Lyra)
• Referral bonuses
• Infertility benefits
• Employer-paid life, long- and short-term disability insurance
• Generous hospital discounts and product discounts
• Career development programs
• Veterinary Technician education tuition support and scholarships
• A supportive, collaborative team culture
• Growth & leadership opportunities
• Access to veterinary educational platforms

If you are a current associate, you 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.