Veterinary Client Service Representative
Baltimore, MD | Full-Time
“Great veterinary medicine starts with great people.”
At Stevenson Village Veterinary Hospital, we believe exceptional veterinary care begins with compassion, communication, and teamwork. Since 1996, we've been dedicated to providing high-quality care to pets while building lasting relationships with the people who love them.
We're looking for a compassionate, dependable, and team-oriented Veterinary Client Service Representative who understands that the client experience begins long before a pet enters the exam room. You'll be the welcoming face at the front desk, the reassuring voice on the phone, and an important connection between our clients and medical team.
This role is about more than answering phones and scheduling appointments. It's about helping people feel heard, supporting your teammates, and making a difference in the lives of pets and their families—even on the challenging days.
If you take pride in doing the right thing, communicating thoughtfully, and supporting the people around you, we'd love to meet you!
What You Can Expect
We believe a great workplace is built on mutual respect, shared responsibility, and a genuine commitment to one another. At Stevenson Village Veterinary Hospital, you'll find:
A supportive team culture that values compassion, collaboration, and mutual respect.
Opportunities to learn and grow in your veterinary knowledge and professional skills.
Comprehensive benefits, including medical, dental, and vision insurance, paid time off, and a 401(k) plan for eligible full-time employees.
An annual workwear stipend to help you feel comfortable and confident at work.
Employee pet discounts because we know your pets are family, too.
Compensation: $17–$21 per hour, based on experience, skills, and qualifications.
Schedule: Full-time, Monday–Friday, with rotating Saturday shifts (8:45 AM–1:00 PM).
Weekday shifts include:
Opening shift: 7:00 AM–6:15 PM
Morning shift: 7:00 AM–1:00 PM
Afternoon shift: 12:00 PM–6:15 PM
Flexible scheduling options are available when possible.
What You'll Do
As a Veterinary Client Service Representative, you'll help create a smooth, welcoming, and compassionate experience for every client and patient.
Client Experience & Communication
Welcome clients and patients warmly and professionally, both in person and over the phone.
Manage a multi-line telephone system and respond to questions about appointments, prescriptions, medical records, and hospital services.
Listen carefully to client concerns and ensure questions and messages reach the appropriate medical team member.
Approach sensitive conversations, including euthanasia scheduling and end-of-life care, with empathy and discretion.
Help navigate difficult interactions with professionalism, knowing when to involve leadership.
Scheduling & Hospital Operations
Schedule appointments, confirm visits, and maintain an organized appointment book.
Manage check-in and check-out, process payments, explain invoices, and schedule follow-up care.
Maintain accurate client and patient records in our practice management software.
Coordinate with the medical team to support efficient patient flow and minimize communication gaps.
Help maintain a clean, organized, and welcoming reception area.
Teamwork & Professional Responsibilities
Communicate client concerns promptly and identify urgent messages for appropriate medical team review.
Complete assigned responsibilities accurately and within expected timeframes.
Follow established hospital policies, procedures, and workflows.
Take responsibility for assigned tasks, communicate when assistance is needed, and ensure outstanding items are appropriately handed off.
Promptly communicate errors, concerns, or potential problems to the appropriate team member.
Protect client confidentiality and handle sensitive information professionally.
Work collaboratively with veterinarians, technicians, assistants, and fellow client service…