Client Service Representative (CSR)

Cladda Veterinary Emergency & Specialty Team | Fredericksburg, VA

Position Type: Full-Time and Part-Time / Mid-Day and Day Shifts

About Cladda

Cladda Veterinary Emergency & Specialty Team is a 24-hour emergency and specialty veterinary hospital serving Fredericksburg, VA and the surrounding region. We combine round-the-clock emergency care with a growing roster of board-certified specialty services, giving our team access to advanced diagnostics, a collaborative multidisciplinary environment, and cases that keep the work interesting.

The Opportunity

We are seeking a warm, organized, and dependable Client Service Representative to join our client care team. As the first point of contact for clients during some of the most stressful moments they'll face with their pets, you'll set the tone for their entire experience at Cladda. This role is ideal for someone who is calm under pressure, genuinely compassionate, and skilled at balancing empathy with efficiency in a fast-paced, 24-hour hospital environment.

What You'll Do

• Greet and check in clients and patients with warmth and professionalism, including during high-stress emergency situations
• Answer phones, triage incoming calls, and direct urgent concerns to the medical team promptly
• Schedule and coordinate appointments, referrals, and follow-up care
• Process payments, support our VCC's when needed to explain estimates, and support clients through financial conversations with clarity and compassion
• Maintain accurate client and patient records in the practice management system
• Communicate patient updates between the medical team and waiting clients
• Support a calm, organized front-of-house environment, including managing waiting room flow during busy periods
• Assist with administrative tasks such as filing, records requests, and referring veterinarian communication
• Collaborate closely with technicians, assistants, and veterinarians to ensure smooth patient and client flow
• Help maintain a clean, welcoming lobby and client-facing space

What We're Looking For

• Previous customer service experience required; veterinary experience preferred but not required
• Strong communication skills and a calm, compassionate demeanor, especially in emotionally difficult situations
• Ability to multitask and stay organized in a fast-paced, high-volume environment
• Comfort with phone systems, scheduling software, and basic computer/data entry tasks
• Dependability and punctuality, with strong teamwork skills
• Willingness to work evenings, weekends, holidays, and overnight shifts as needed
• A positive, professional attitude and a genuine passion for helping people and animals

What Cladda Offers

• Competitive hourly pay based on experience.
• 3 Weeks PTO (for FT position)
• Comprehensive medical, dental, and vision coverage
• 401(k) retirement plan with employer match
• CE Allowance
• Pet Discounts
• Clothing Allowance
• A collaborative, supportive team culture
• Opportunities for growth within the hospital

Location

Fredericksburg, VA — convenient to Richmond, Washington D.C., and Northern Virginia, with easy access to the Blue Ridge Mountains, Chesapeake Bay, and a growing, family-friendly community.

To apply:

Cladda Veterinary Emergency & Specialty Team is an equal opportunity employer.