Client Service Representative

Be the First Smile Clients See—and the Reason They Come Back At Fernandina Beach Animal Clinic, we're a thriving 5-DVM practice with a growing team of ~30 , committed to delivering exceptional veterinary medicine and an outstanding client experience . We're looking for a friendly, organized, and compassionate Client Service Representative who thrives in a fast-paced environment and understands that great medicine starts at the front desk . If you enjoy connecting with people, staying organized, and being part of a supportive, high-energy team—this is the place for you. Why Join Our Team? Growing, Busy Practice with a loyal and expanding client base Engaged, Team-Oriented Culture that values communication and collaboration Make a Real Impact on both patient care and client experience Fast-Paced & Rewarding Environment where no two days are the same Opportunities to Learn & Grow within veterinary medicine Position Overview The Client Service Representative (CSR) plays a critical role in ensuring a smooth and efficient flow of clients and patients through the hospital. You'll be the first and last point of contact, setting the tone for each visit and ensuring every client feels supported, informed, and cared for. This is a full-time, on-site role . Schedules may vary and can include weekends. The position may require standing for extended periods and occasional lifting.

Key Responsibilities Client Service:

Before the Visit Answer phones professionally using excellent service techniques Schedule appointments and respond to client inquiries Verify and update client and patient information Prepare patient charts and ensure accurate records Provide reminders and pre-visit instructions Maintain a clean, welcoming reception area Recognize emergencies and guide clients appropriately Maintain proficiency in PIMS/AVImark systems

Client Service:

During the Visit Greet clients warmly and ensure a positive experience from arrival to departure Communicate client needs effectively with technicians and doctors Complete check-ins and check-outs, including all required forms and documentation Prepare materials such as vaccination certificates, rabies tags, and discharge paperwork Schedule follow-up visits and ongoing care Support emotional or grieving clients with empathy and professionalism Maintain accurate and up-to-date records

Client Service:

Following the Visit Educate clients on products, services, and routine care (vaccines, parasite prevention, etc.) Follow up with clients after visits or procedures and assist with scheduling recommended care Prepare and send welcome letters, client packets, referral notes, thank-you letters, and condolences Maintain and organize client education materials, brochures, and handouts Operational Responsibilities Follow timekeeping procedures and maintain punctual attendance Ensure the front office remains clean, organized, and professional Assist the Hospital Manager with projects during slower times Monitor and maintain inventory of office supplies and forms Optimize scheduling based on doctor availability and appointment needs Support additional clinic tasks as needed Financial Responsibilities Prepare estimates and invoices while clearly communicating costs and policies Accurately enter charges and process client payments Complete daily cash reconciliation and report discrepancies Run recurring and unposted transaction reports Follow up on outstanding items such as unclaimed prescriptions or open transactions Medical Support & Knowledge Maintain working knowledge of medical terminology and pharmaceutical products Assist with over-the-counter sales (diets, preventatives, grooming products, etc.) Guide clients in selecting appropriate products, including wellness plans Understand patient breeds and temperaments Cross-train to assist technicians or veterinary assistants when needed

Qualifications:

Knowledge, Skills & Abilities Knowledge Strong understanding of telephone etiquette and customer service excellence Basic veterinary medical knowledge preferred Proficiency in English (written and verbal) Familiarity with clinic procedures, policies, and documentation Skills Excellent telephone and customer service skills Strong oral and written communication skills Interpersonal skills with ability to thrive in a team environment Ability to handle difficult situations and emergencies Basic computer skills (Microsoft Office, email; AVImark preferred) Strong organizational and multitasking abilities with attention to detail Accurate typing and data entry skills Comfortable handling payments and basic financial tasks Abilities Professional, courteous, and client-focused Flexible and adaptable Willingness to learn and grow Ability to remain calm under pressure Strong attention to detail and time management Works well in a fast-paced, team-driven environment Adheres to procedures and protocols Takes initiative and ownership of responsibilities Qualifications Education & Experience High school diploma required Bachelor's degree is a plus Prior client service experience preferred (veterinary experience a bonus, but not required) Training We are committed to your success. Training will be provided through a combination of: Hands-on, on-the-job experience Online and computer-based learning In-person training with technicians, assistants, doctors, and leadership The Opportunity This role is more than front desk—it's your opportunity to: Be a key part of the client and patient experience Build lasting relationships with clients and their pets Work alongside a supportive, growing veterinary team Develop valuable skills in both client service and hospital operations Come join our growing family at Fernandina Beach Animal Clinic—where your role truly makes a difference every single day.

Pay:

$15.00 - $19.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Health savings account Paid time off Vision insurance

Work Location:

In person