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 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.