Essex Middle River Vet Center - CSR

Essex Middle River Veterinary Center (EMRVC) is a complete companion-focused veterinary practice located just outside Baltimore in Essex, Maryland. Established in 1950, the practice is well known in the community for its kind, compassionate, and motivated team, and is recognized as the #1 Best Veterinary Center in The Avenue News. In addition to general practice services, EMRVC offers digital radiology, ultrasound, electrocautery, endoscopy, orthopedic surgery, dental services, laser therapy, and grooming as well as an online pharmacy. With opportunities for new and experienced veterinarians as well as support staff, there’s no better place for those with a heart for caring for owners and their pets to build a meaningful, rewarding career.

Position Summary:

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.