Customer Care Representative

Client Care Representative
Veterinary Urgent Care – Nashua, NH

About the Position

Veterinary Urgent Care is seeking a friendly, dependable, and compassionate Client Care Representative to join our team. As the first and last point of contact for our clients, this position plays an essential role in creating a welcoming experience for pet owners during what may be a stressful or emotional time.

Our hospital is open seven days a week from 9:00 a.m. to 8:00 p.m. We are a small, collaborative team, so reliability, communication, and a willingness to help wherever needed are essential.

Key Responsibilities

• Greet clients and patients warmly and complete the check-in and discharge processes.
• Answer incoming telephone calls professionally and compassionately.
• Schedule same-day appointments and gather accurate information about each pet’s needs.
• Recognize potentially urgent or life-threatening concerns and promptly alert the medical team.
• Enter and maintain accurate client, patient, referral, and communication information in the hospital’s practice-management system.
• Review estimates, collect payments, process deposits and balance the cash drawer.
• Communicate expected wait times and provide clients with appropriate updates.
• Obtain medical records from referring veterinarians and send visit records when requested.
• Respond appropriately to client questions while directing medical questions to the veterinary team.
• Support clients during emotional situations, including end-of-life visits.
• Maintain client confidentiality and protect sensitive information.
• Keep the reception desk, lobby and client areas clean, organized and properly stocked.
• Assist with administrative duties, scanning, filing, email and other assigned tasks.
• Work collaboratively with veterinarians, technicians, assistants and fellow client-care representatives.
• Assist other areas of the hospital when needed to support patients, clients and the team.

Qualifications

• Previous customer-service or veterinary reception experience is preferred.
• Strong verbal and written communication skills.
• Comfortable working with computers, phones, email and scheduling software.
• Ability to remain calm, professional and compassionate in a fast-paced environment.
• Strong attention to detail and the ability to manage several priorities at once.
• Dependable attendance and punctuality.
• Ability to handle sensitive, emotional or challenging client interactions appropriately.
• Willingness to work as part of a small team and assist beyond the reception desk when needed.
• Must be available to work a flexible schedule that may include evenings, weekends and holidays.

Physical Requirements

• Ability to sit or stand for extended periods.
• Ability to frequently use a computer and telephone.
• Ability to bend, reach and move throughout the hospital as needed.
• Ability to safely lift approximately 25 pounds.
• Comfort working around dogs, cats, bodily fluids, medical situations and occasional loud noise.

What We’re Looking For

The ideal candidate is warm, organized and dependable. They understand that excellent client care is an important part of excellent patient care. They communicate clearly, take initiative and remain supportive and professional—even during busy or emotionally difficult moments.

Schedule

[Full-time/Part-time]
Hospital hours: 9:00 a.m.–8:00 p.m., seven days a week
Availability for weekends and some holidays is required.

Compensation and Benefits

Compensation is based on experience. Eligible team members may receive benefits including [medical, dental and vision insurance; paid time off; employee pet-care discounts; retirement plan; continuing education; and other applicable benefits].

Veterinary Urgent Care is an equal opportunity employer. We value a respectful and inclusive workplace and consider qualified applicants without regard to any legally protected status.