Lead Overnight Emergency Client Service Representative

Eastern Carolina Veterinary Medical Center (ECVMC) in Wilmington, NC is hiring a full-time Lead Client Service Representative to join our outstanding Overnight Emergency team!

Schedule: Full-time, nights and weekends required

Benefits: 

• Paid Time Off benefits available upon hire 
• Veterinary Social Worker on Staff at Hospital Location
• Medical, Dental, and Vision Health Insurance Plans with Employee Assistance Program
• Discounted Employee Pet Insurance, Pet Services, and Supplies
• 401k Planning, with Employer Matching Structure
• Access to Ethos-wide expansive VetBloom Learning and Development platform with RACE approved CE and Ethos Peer-to-Peer Mentorship Networks for continued LVT/CVT growth and aspiring VTS team members
• Veterinary Nurse Champion Awards
• Recover CPR and Fear Free certification initiatives
• Referral Program
• Uniform Allowance
• And more!

Why Join ECVMC?

At ECVMC, you’ll be part of a fast-paced, high-performing emergency and specialty hospital where no two days are the same. Our 24/7 Emergency service works alongside Surgery, Orthopedics, and Rehabilitation, supported by advanced diagnostics including CT, digital radiology, ultrasound, and in-house labs. We’re committed to delivering exceptional patient care and 5-star client experiences—while fostering a collaborative, supportive environment where every team member can grow.

We’re seeking an experienced, outgoing, and highly organized Lead CSR who thrives in a fast-paced emergency environment. This role is ideal for someone who enjoys leading a team, supporting clients during stressful situations, and keeping front office operations running smoothly.

Key Responsibilities -

As the Emergency Lead CSR, you will oversee daily front desk operations while supporting and training CSR team members. You’ll serve as a key point of contact for client concerns, ensure efficient communication between departments, and maintain a professional, welcoming environment. This includes managing phone lines, assisting with client check-ins and discharges, handling financial transactions, supporting medical record accuracy in EzyVet, and helping guide clients through the emergency process with empathy and clarity.

What You’ll Do - 

• Lead, train, and support CSR team members
• Assist with client concerns and escalations in the absence of leadership
• Answer and manage multi-line phone systems efficiently and professionally
• Coordinate communication between clients, technicians, and veterinarians
• Check clients and patients in/out and manage appointment flow
• Process payments and clearly communicate estimates and fees
• Maintain accurate medical records and documentation in EzyVet
• Support a clean, organized, and welcoming front office environment
• Help manage scheduling gaps and coverage needs
• Participate in team meetings and ongoing training

What We’re Looking For - 

• Prior experience in customer service required; veterinary or emergency setting strongly preferred
• Leadership or training experience preferred
• Strong organizational and multitasking skills in a fast-paced environment
• Excellent communication skills with clients and team members
• Ability to remain calm, professional, and empathetic under pressure
• Proficiency with computers and practice management systems (EzyVet experience a plus)
• High School Diploma or equivalent required
• Bilingual (Spanish/English) is a plus

At ECVMC, our mission is to deliver the highest level of care by providing exceptional services in Emergency Medicine, Surgery, and Rehabilitation—for our patients, clients, and referring veterinarians. Our team is dedicated to excellence in both medicine and patient care, and we’ve worked hard to cultivate an inclusive, collaborative environment where every team member is supported and valued. Here, you’ll encounter cutting-edge equipment, unique cases, and innovative procedures that allow you to advance your technical skills every day.

This is more than a job—it’s an opportunity to lead, grow, and make a difference in both client and patient experiences. Apply today!

https://www.easterncarolinavet.com/

Wilmington, NC

Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com.
Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.  The team can provide more information about compensation and benefits for your specific location during the process.  For positions based in Colorado, Ethos Veterinary Health provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.