Job Description

Client Service Representative (Veterinary Receptionist)

(Client Experience & Engagement / Veterinary Concierge Role)

This is not a traditional front desk role.

If you’re someone who sees opportunities where others see tasks—who follows up, follows through, and genuinely cares about creating an exceptional experience in a veterinary hospital setting—this may be exactly what you’ve been looking for.

VCA Morris Plains Animal Hospital is seeking a Client Service Representative to take ownership of the entire client journey—from first contact to long-term relationship building—while supporting high-quality animal care for companion animals, including dogs and cats

What Makes This Role Different

You are not just answering phones or checking clients in.

You are:

• The connector between clients and care
• The owner of communication and follow-through
• The person ensuring no client, message, or opportunity falls through the cracks

This role is proactive, personalized, and deeply client-centered, combining customer service, client communication, and a passion for pet care

What You’ll Own

Concierge-Level Client Experience

• Personally welcome clients—step out from behind the desk and create a warm, hospitality-driven environment
• Offer refreshments and ensure comfort while reinforcing a high-touch experience
• Manage check-in/check-out, phones, and appointment scheduling with efficiency, compassion, and empathy

Proactive Client Relationship Management

• Monitor daily schedules and personally follow up on all cancellations to reschedule care
• Identify clients without upcoming appointments and proactively get them scheduled
• Send personalized follow-ups after visits (text/call) to check on pets and client satisfaction
• Actively request and manage online reviews and feedback

Communication Ownership

• Oversee all incoming communication (calls, texts, emails, voicemails)
• Ensure timely, thoughtful, and complete responses
• Take full ownership of the client communication pipeline

Pharmacy & Client Advocacy

• Monitor outside pharmacy requests
• Compare pricing and proactively educate clients on savings opportunities within the hospital
• Support prescription fulfillment and client education related to pet care

Social Media & Community Engagement

• Capture photos/videos of patients (with consent)
• Manage and grow the hospital’s social media presence
• Share patient stories, educational content, and behind-the-scenes moments
• Engage with comments and messages to build community connection

Who You Are

• Highly proactive—you don’t wait to be told what to do
• Naturally warm, confident, and personable
• Organized and detail-oriented, with strong attention to detail
• Comfortable multitasking in a fast-paced veterinary clinic environment
• Experienced in customer service and client communication (veterinary or animal care experience preferred)
• Comfortable with social media and basic content creation
• Passionate about delivering an exceptional experience—not just completing tasks
• Comfortable around animals and able to assist with basic animal handling (training provided)

Why Join Us

• Be part of a team that values initiative, connection, and growth
• Access to VCA’s extensive training and development resources
• Opportunities to grow into leadership or specialized roles
• Work in a hospital that prioritizes both medical excellence and client experience in animal care

Compensation & Benefits

• $18–$21/hour (based on experience)
• 401(k)
• Generous pet care discounts
• Wellness benefits (Headspace)

If You’re Ready to Raise the Bar…

This role is for someone who wants to make an impact—not just fill a position.

Apply today and help us redefine what veterinary client experience should feel like.

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.