Customer Service Representative (CSR)

Bridgetown Veterinary Emergency & Referral (BVER) is a specialty animal hospital located in Portland, Oregon. Our team includes highly skilled veterinarians specializing in Emergency/Critical Care, Internal Medicine, Neurology, Surgery, Ophthalmology, and Radiology, supported by dedicated technicians and client service professionals.

We are a medicine and culture focused organization that values teamwork, integrity, compassion, and continuous learning. Our goal is to create an environment where both people and pets feel supported.

Position Summary:

The Customer Service Representative (CSR) plays a vital role in creating a positive and seamless client experience at Bridgetown Veterinary Emergency & Referral (BVER). As the first and last point of contact, this customer-service-oriented position supports both clients and clinical teams by ensuring efficient communication, accurate record-keeping, and a compassionate approach to patient care. The ideal candidate is organized, detail-oriented, and committed to providing exceptional service in a fast-paced hospital environment.

Reports to: Director of Client Experience

Key Responsibilities:

Client Interaction & Front Desk Support

• Greet clients and provide professional, kind, and compassionate service
• Maintain a calm, supportive presence during high-stress or emotional situations
• Assist clients with questions regarding their pets’ care and hospital procedures
• Schedule appointments and ensure accurate records
• Maintain awareness of client wait times in the lobby and hospitalized patient status changes, proactively updating clients as directed by the medical team
• Ensure timely and accurate communication between clients and clinical teams regarding wait times, patient status updates, and visit coordination
• Assist with facilitating owner visits for hospitalized patients in coordination with the medical team to support a smooth and compassionate client experience
• Assist with triaging client concerns and directing urgent medical questions to the appropriate medical staff
• Support the client experience by anticipating needs and helping de-escalate concerns with empathy and professionalism

Financial Responsibilities

• Collect and process payments in person, online, or over the phone, ensuring accurate application of payments to the correct invoices and proper recording of deposits and transactions
• Present and review service estimates with clients as directed by the medical team, ensuring understanding of recommended services and associated costs
• Assist clients with available financial resources and payment arrangements when needed (e.g., CareCredit, Scratchpay)
• Prepare and distribute end-of-day (EOD) financial reports, ensuring accurate reconciliation of daily transactions

Hospital Operations Support

• Maintain cleanliness and organization of the lobby, exam rooms, and front desk areas
• Support clinical teams to ensure smooth workflow and patient care
• Follow all hospital policies, procedures, and confidentiality standards

Additional Responsibilities

• Perform other duties and responsibilities as assigned in support of hospital operations

CSR Requirements:

• General understanding of veterinary medicine preferred
• Positive attitude and strong work ethic
• Commitment to exceptional client service
• Excellent organizational skills and attention to detail
• Strong written and verbal communication skills
• Responsible, honest, and accountable
• Comfortable working around animals and people
• Basic computer skills; familiarity with scheduling or medical record systems preferred

Physical Demands:

• Regularly required to speak, hear, and see clearly to ensure accurate communication and record-keeping
• Ability to stand, walk, and sit for extended periods
• Ability to work in a busy clinical environment
• Frequent bending, reaching, and repetitive motions may be required

SUPERVISORY RESPONSIBILITIES: None

Compensation & Benefits:

• Competitive hourly rate: $21.00 - $24.00 DOE
• $5/hour differential for all hours worked between 10:00pm- 6:00am
• Quarterly bonus program (profit sharing)
• Health, dental, and vision insurance (HSA/FSA options)
• 401(k) with employer match
• Paid time off
• Tuition assistance and professional development support
• Employee Assistance Program (EAP)
• Generous employee discounts
• And more!

How to Apply:

Learn more about us at http://www.bridgetownvet.com and send your resume and cover letter to:
Heidi Waltermire @ heidi.waltermire@bridgetownvet.com