JOB DETAILS

Veterinary Customer Service Representative - OVERNIGHT

CompanyVeterinary Emergency Hospital Midlothian / Arlington Urgent Care
LocationMidlothian
Work ModeOn Site
PostedMay 21, 2026
About The Company
We offer emergency services to companion animals with a range of in-house diagnostics and imaging, including blood work, digital radiology, ultrasound, and endoscopy. We also provide intensive monitoring and supportive care for high-risk anesthesia, critically ill or injured pets and neonates. Our Intensive Care Unit supports high flow nasal oxygen, oxygen cages, incubator support, invasive blood pressure monitoring, as well as valuable trained staff, available at all times for any of our patient’s needs. Our goal is to provide outstanding medicine 24/7, while working closely with your primary veterinarian to ensure uninterrupted follow up care for your furry family members. We hope that every pet parent leaves the facility confident that top quality care is being provided to their loved ones and that their family veterinarian has been kept in the loop for the entire process.
About the Role

Description

 

The Veterinary Emergency Hospital Midlothian (VEHM) is a small, busy, privately-owned, animal emergency hospital serving the greater Midlothian community with empathetic, progressive care.

We take pride in delivering exceptional medicine, exemplary patient care, and compassionate client service around the clock. VEHM is open 24/7, including weekends and holidays, to provide continuous, top-of-the-line veterinary care when it’s needed most.

We are fortunate to be surrounded by many extraordinary general practice veterinarians, with whom we collaborate and proudly support. As an emergency and urgent care network, we do not provide routine or wellness services, such as vaccines, dentals, or preventatives, to the public. These services are reserved exclusively for employee-owned pets.

As we continue to grow, we’re excited to welcome new talent—individuals who are passionate about patient care and ready to make a meaningful difference in a fast-paced veterinary environment.


VEHM Essential Duties & Expectations

The duties of this role are briefly defined throughout this job description but are expected to be performed in alignment with all current hospital Standard Operating Procedures (SOPs), Standards of Care (SOCs), and internal protocols. The employee must uphold and reflect the organization’s 4 Pillars in all actions, communications, and decisions while fulfilling these responsibilities.


Client Service Representative Duties

  • Greet clients and their pets warmly upon arrival
  • Assist clients with check-in (online, paper, or kiosk)
  • Answer phones, provide updates, transfer calls, take messages, and guide clients to online check-in tools
  • Provide clear education around payment options and process transactions (cash, credit, CareCredit, ScratchPay, payment links)
  • Keep intake boards updated and communicate clearly with medical teams
  • Maintain a clean, organized, and welcoming lobby and front desk area
  • Stock refreshments, promotional materials, and marketing displays
  • Assist in triage by communicating urgent client or pet concerns to the team
  • Process pet remains with empathy and attention to detail
  • Assist with patient discharges as needed
  • Assist with printing, sending, or coordinating medical records, referrals, medication refills, or documents as requested


Work Requirements

  • Frequent standing, walking, reaching, bending, and sitting
  • Must be able to lift up to 40 pounds; team lifting required above this weight
  • Must be comfortable working in a fast-paced, emotionally charged environment
  • Regular use of computers, phones, and software
  • Available to work evenings, weekends, or holidays as scheduled


Environmental/Occupational Exposure Risks

  • Radiation exposure (radiology)
  • Gas sterilization exposure (ethylene oxide)
  • Hazardous materials (cleaners, medications, disinfectants, controlled substances)
  • Contagious disease exposure from animals
  • Animal-related injury risk (bites, scratches, bodily fluids)
  • Unpleasant odors and loud noises


 

What We Offer

  • Flexible shifts: Full-time, part-time, or optional split-location roles between VEHA and VEHM Midlothian
  • Competitive wages (based on experience), shift differential, and overtime pay 
  • Comprehensive medical, dental, and vision insurance for full-time employees
  • Wellhub wellness app program
  • Short-term, long-term disability, and life insurance
  • 401(k) with employer match
  • Generous PTO and pet care discount
  • A non-corporate, supportive team culture focused on learning, growth, and compassionate care

Position Details: 

  • Shift type: Overnight
  • Work Days: Wednesday through Saturday
  • Shift Length: Variable shift options available, including 10-hour (5:00 PM - 3:00 AM or 6:00 PM - 4:00 AM) and 12-hour (6:00 PM - 6:00AM) blocks. 
  • Additional Benefits: Overtime opportunities are available


Requirements

  • High School Diploma or GED required
  • Minimum 1 year of veterinary industry or clinical customer service experience required
  • Strong multitasking and communication skills
  • Ability to remain calm and compassionate in emergency situations
  • Prior experience with EzyVet and/or Vet Radar preferred, but not required
Key Skills
Customer ServiceMultitaskingCommunicationTriage AssistancePayment ProcessingMedical Records CoordinationConflict ResolutionEzyVetVet Radar
Categories
Customer Service & SupportHealthcareAdministrative
Benefits
Medical InsuranceDental InsuranceVision InsuranceWellhub Wellness App ProgramShort-term Disability InsuranceLong-term Disability InsuranceLife Insurance401(k) With Employer MatchPaid Time OffPet Care Discount
Job Information
📋Core Responsibilities
Greet clients and pets, manage check-ins, and handle phone communications in a fast-paced emergency veterinary environment. Process payments, maintain the lobby area, and coordinate medical records and discharges with the medical team.
📋Job Type
full time
📊Experience Level
2-5
💼Company Size
18
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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