Veterinary Client Service Representative (CSR) - Urgent Care

Veterinary Client Service Representative (CSR) - Urgent Care
Reimagine Veterinary Medicine with Transcend Veterinary

Do you ever feel like veterinary medicine isn't what you thought it would be? Like you're drowning in unrealistic expectations, limited opportunities for growth, and the constant pressure to do more with less support? Have you watched colleagues—or yourself—burn out, feeling overworked and undervalued in a system that demands everything but gives little in return?

You're not alone. As a veterinarian, I have experienced many of the same things. I may not be a CSR, but I’ve seen the weight this industry places on support staff—the high-pressure environment, the exhaustion of chronic overwork, and the struggle to maintain any sense of work-life balance. And I refuse to accept that this is just “the way it is.”

That’s why I created Transcend Veterinary—a clinic that prioritizes the people within it. A place where veterinary staff can provide high-quality patient care without sacrificing their well-being. A place where the pressure of the industry doesn’t crush your passion but fuels it. If you've been searching for a way to be part of veterinary medicine without compromising your life, you might have just found it.

Who We Are:

At Transcend Veterinary, our mission is to serve our community by increasing access to veterinary care starting with dedicated urgent care services. In an area where general practices are often overwhelmed and emergency hospitals struggle with excessive caseloads, we provide a much-needed alternative. By offering timely care, we not only support pet owners but also serve as a relief valve for local clinics, easing their workload and helping prevent burnout.

Just as importantly, we’re creating a workplace where veterinary professionals and staff can thrive by reigniting their passion in the field. We know that fulfillment comes from being empowered to innovate, explore new ideas, and contribute in ways that truly inspire you. That’s why we’re building an environment that values open communication, respects different perspectives, and supports well-being rather than draining it. At Transcend, we encourage you to take control of your job, your career, and shape it into something that brings you joy and purpose.

And we’re not stopping there. We aim to set an example for the industry, proving that a better way is possible. Through our success, we hope to inspire change, share our model, and show the veterinary world what’s possible when professionals are put first. Our urgent care clinic is more than just a service—it is a mission-driven effort to be part of something bigger than ourselves.

About the Role:

As a Client Service Representative (CSR) with Transcend Veterinary, you’ll do more than just answer phones and schedule appointments—you’ll be part of building something new. This is a rare opportunity to be on the founding team of a clinic that is shaping a new vision for veterinary medicine. You won’t just fill a role—you’ll have a voice in how we grow, the protocols we develop, and the services we provide.

We believe veterinary medicine should evolve with the needs of both professionals and the community. That’s why we encourage our CSRs to expand their skills in ways that align with their passions. Whether it’s mastering client communication, optimizing our queue-based system, implementing new technologies, or spearheading client experience initiatives, we want to grow with you. Your skills, experiences, and ideas will help create a diverse and dynamic clinic culture where every team member contributes.

This role is for someone who is adaptable, passionate, and eager to bring innovative ideas to the table. If you’re a self-starter who thrives on taking ownership of projects, loves collaboration, and resonates with our mission, you’ll fit right in. At Transcend, we don’t micromanage—we empower. We also believe in fostering a culture of positivity and respect, where we assume the best in our clients and colleagues and focus on solutions rather than complaints.

Responsibilities

Client Service Representatives play a key role in ensuring smooth operations and a positive client experience. Their primary focus is on communication, patient intake flow, and client support.

• Client Communication: Serve as the first point of contact via phone, text, email, video chat, social media, and in-person interactions. Assist clients by answering questions, providing resources, or forwarding inquiries to the appropriate staff.
• Queue-Based System Management: Manage patient placement in the queue, update clients on their place in the queue, approximate wait times, and contact clients when it’s their turn to be seen. Explain the queue system to clients and facilitate the different ways to enter the queue system.
• Client Check-In & Intake: Welcome clients, room patients, ensure information is up-to-date, and initiate financial discussions regarding budget and service estimates.
• Client Comfort & Support: Ensure clients and patients have water, snacks, and any necessary accommodations. This includes providing disability support (such as writing utensils for hearing-impaired clients, physical assistance with pets for individuals with physical disabilities or injuries, and initiating translation services for non-English speakers). Additionally, prepare rooms with essential items like tissues for euthanasia appointments or children's books and toys for clients with young children. CSRs are also responsible for communicating specific client or patient needs to the medical team to ensure a smooth and compassionate experience.
• Record Keeping: Utilize our cloud-based practice management software, Shepherd, to keep client and patient information updated. Work with local veterinary clinics for medical record transfers. Candidates must be comfortable with technology and able to learn new software quickly.
• Client Experience & Feedback: Gather and deliver client feedback to improve service quality and overall experience. Implement client/patient experience improvement initiatives based on this feedback.
• Optional Cross-Training – CSRs have the opportunity to cross-train as veterinary assistants, providing schedule flexibility and career growth options.
• What You Won’t Be Expected to Do: CSRs at Transcend Veterinary do not perform medical triage, check-out procedures, or take detailed medical histories. We respect the specialized training of our medical staff and ensure all roles are utilized appropriately within the team.

What We Offer:

• Work-Life Balance: Our commitment to work-life balance means weekday business hours only—no weekends or evenings unless you want them. If our team ever decides to expand those hours, it will be because it works for them, not because it’s required. We trust our team to shape schedules that fit their lives, ensuring that work remains a fulfilling, sustainable part of their journey.
• Growth & Career Development: Our structured three-tiered career progression system allows CSRs to expand their skills and advance within their role. We offer dedicated time each week for skill development, leadership training, or passion projects, including cross-training opportunities in veterinary assisting. Weekly team case reviews provide collaborative learning opportunities to support continued growth.
• Relaxed Environment: No uniforms required, so no need to buy a whole new wardrobe!
• Potential for Remote Work & Flexible Scheduling: Explore remote client service roles sprinkled into your work schedule as we grow. We also believe in flexibility—whether it’s adjusting your hours or structuring shifts around what best fits your life, we’ll work with you to make it happen.
• Emphasis on Technology: We leverage digital, AI tools, and cloud-based software to streamline processes, increase efficiency, and make remote work possible.
• High Standard of Patient Care: Minimum DVM:Staff ratio goal of 1:4 ensures optimal support. We also aim to achieve AAHA accreditation standards.
• Queue-Based System: Our urgent care operates on a queue-based system, allowing the team to work at a comfortable pace, giving each case the time it deserves without making other clients and patients wait.
• Regular Staff Retreats: At least once a year, we step away from the clinic to connect as a team on a personal level, reflect on past goals, and set new ones. These retreats are a time to share ideas, collaborate on the clinic’s future, and ensure we’re growing in a way that aligns with both our team’s passions and our community’s needs.
• Commitment to Fear-Free & Low-Stress Handling: We prioritize the emotional well-being of our patients by implementing fear-free and low-stress handling techniques. Our goal is to create a calm, positive experience for every pet while ensuring a safe environment for our team.

Benefits Package:

Our vision is to provide our employees with the most comprehensive benefits possible. As a new business, below is our current benefits package, and we are committed to continuously enhancing our offerings as we grow, based on what our employees want and need.

• Competitive Salary: $32K - $45K for full-time employment, based on experience and skills.
• Flexible Paid Time Off: We recognize that everyone's needs are different, so we provide time off that accommodates personal well-being, family needs, and vacations without rigid limits. Our goal is to support a balanced and fulfilling life both inside and outside of work.
• Health, Dental, and Vision Insurance
• Retirement Plan
• Learning & Growth Allowance
• Personal Pet Care Discounts

Qualifications:

• High School Graduate or equivalent
• Excellent communication and customer service skills: including empathy, de-escalation, and a friendly demeanor.
• Strong technical skills: Comfortable using practice management software, text, phone, and email communication, and learning new technology quickly.
• Preferred but not required: Prior experience in a veterinary clinic.

Equal Opportunity Employer:

Transcend Veterinary is an equal opportunity employer. We hire based on credentials, skills, experience, and personality/demeanor. We celebrate diversity and are committed to creating an inclusive environment for all employees, ensuring fair and equitable opportunities regardless of race, gender, age, religion, disability, or background.

How to Apply:

If you’re ready to join a team that’s redefining veterinary care, we’d love to hear from you! Submit your resume and cover letter to info@transcendveterinary.com.

Job Types: Full-time, Part-time

Pay: $32,000.00 - $45,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• No nights
• No weekends

Work Location: In person

Salary : $32,000 - $45,000