Customer Service Representative

Client Service Representative

Veterinary Park Potomac

Be the person who makes every visit feel calm, guided, and genuinely cared for.

Are you the kind of person who naturally stands to greet someone when they walk through the door?

Do you believe small moments — a warm greeting, a calm explanation, a thoughtful follow-up — can completely change someone’s experience?

Do you communicate openly, take ownership when something goes wrong, and work with your team to make things better?

Are you someone who takes pride in doing your work well, supporting your teammates, and helping create an environment where both people and pets feel safe and cared for?

If so, you may be exactly the person we’re looking for.

At Veterinary Park Potomac, our Client Service Representatives help raise the standard of veterinary care by creating a polished, compassionate experience for every client who walks through our doors. This role supports exceptional medicine by ensuring clients feel informed, guided, and cared for from the moment they arrive until the moment they leave.

About Our Team

We believe veterinary medicine should support both exceptional patient care and meaningful human connection.

The way we work together is guided by a set of principles we call our Immutable Laws:

• We always “hold the door” — literally and figuratively — with warm greetings, clear updates, and polished send-offs. We speak to lift each other up, express gratitude, and lead with love. We own the whole story, communicating wins, concerns, and mistakes early and openly. We give an honest day’s work for an honest day’s pay, with integrity and consistency. We learn from mistakes without blame, improving systems together. Work supports life, and we support each other through planning, compassion, and communication.

These principles shape every interaction with our clients, our patients, and each other.

The Role

The Client Service Representative is the first and last impression clients experience at our hospital.

You help create a calm, polished, and confident environment where clients feel welcomed, supported, and guided through their visit.

You also play an important role in keeping the hospital running smoothly by coordinating communication, supporting scheduling and workflow, and ensuring the front-of-house environment reflects the high standards of care we provide.

Opportunity for advancement in role and company.

Immutable Laws

• We always “hold the door” — literally and figuratively — with warm greetings, clear updates, and polished send-offs.
• We speak to lift each other up, express gratitude, and lead with love.
• We own the whole story, communicating wins, concerns, and mistakes early and openly.
• We give an honest day’s work for an honest day’s pay, with integrity and consistency.
• We learn from mistakes without blame, improving systems together.
• Work supports life, and we support each other through planning, compassion, and communication.

What You’ll DoCreate an Exceptional Client Experience

• Greet clients warmly and guide them through their visit Escort clients and pets to exam rooms while offering reassurance and support Provide clear updates and help clients understand what happens next Offer comfort items and emotional support when needed Ensure every client leaves feeling confident about their pet’s care

Support Smooth Hospital Operations

• Check clients in and out efficiently and warmly Schedule appointments following medical team guidelines Process payments accurately and review invoices Manage phones, messages, email, and text communication Document client communication clearly in ezyVet Keep the front desk organized, stocked, and polished

Maintain Clear Communication

• Keep clients informed during delays or schedule changes Route messages accurately to the medical team Support emotional or upset clients with empathy and professionalism Provide next-day follow-ups and confirmations

Support Medical Workflow

• Prepare appointment logistics and ensure records are organized Request outside medical records and flag missing information Assist with appointment readiness and patient flow Support telemedicine scheduling and documentation preparation

What Success Looks Like

Clients feel welcomed the moment they arrive and confident about their pet’s care when they leave.

The lobby and front desk remain calm, organized, and polished — even during busy moments.

Communication between clients and the medical team flows smoothly.

Your teammates trust you to keep information accurate, follow through on commitments, and help maintain the high standard of care our hospital is known for.

Who Thrives in This Role

The people who do best here are those who

• Naturally create warm, welcoming interactions with others Stay calm and organized when things get busy Communicate clearly and professionally with clients and teammates Take pride in doing their work well and following through on commitments Handle difficult conversations with empathy and emotional intelligence Look for ways to support the team and improve systems over time

Why Join Veterinary Park Potomac

We believe a veterinary hospital can deliver both exceptional medicine and exceptional human care.

Our team works together to create an environment where

• Clients feel supported and informed Patients receive compassionate care Team members respect and support one another Work is meaningful and sustainable

How to Apply

If this role resonates with you, please submit your resume along with a short note telling us:

Why this role appeals to you and what you believe makes a great client experience in veterinary medicine.

We look forward to meeting you.

Pay: $18.75 - $25.10 per hour

Benefits

• 401(k)
• 401(k) matching
• Flexible schedule
• On-the-job training
• Referral program

Work Location: In person