Virtual Client Services Representative

Virtual Client Services Representative (Remote)

At Galaxy Vets, we’re building something different.

We believe veterinary professionals deserve better systems, better support, and better workplaces. Our Virtual Client Services (VCS) team plays a huge role in making that happen.

We’re looking for experienced veterinary CSRs who thrive in fast-paced environments, communicate with empathy and confidence, and know how to keep calm when things get busy. This is more than answering phones. This role helps protect clinic workflow, support urgent patient care, and create exceptional client experiences during stressful moments.

If you’re adaptable, accountable, emotionally intelligent, and genuinely enjoy helping both people and pets, we’d love to meet you.

What You’ll Do

As a Virtual Client Services Representative, you’ll support our hospitals remotely by managing client communication, appointment flow, and administrative coordination across multiple clinics and teams.

This role requires strong multitasking skills, sound judgement, emotional awareness, and the ability to adapt quickly in a high-demand environment.

In this role, you will:

• Manage high-volume inbound calls, emails, and client communication professionally and efficiently
• Support urgent care workflow by recognizing priority cases and escalating appropriately
• Help maintain efficient appointment flow while balancing client needs and clinic capacity
• Communicate clearly and compassionately with emotional or stressed pet owners
• Build trust with clients through confident communication, education, and problem-solving
• Accurately update patient and client records in a cloud-based veterinary system
• Coordinate medical records and communication between hospitals and referring clinics
• Support conversion opportunities by helping prospective clients feel informed, supported, and confident booking with us
• Collaborate closely with clinic staff to reduce administrative strain and protect clinic workflow
• Work independently while remaining highly communicative and team-oriented in a remote environment
• Participate actively in team meetings, coaching, and continuous improvement initiatives
• Adapt quickly to operational changes, evolving processes, and shifting priorities during live shifts
• Take accountability for performance, feedback implementation, and personal growth

What Success Looks Like

Successful VSRs at Galaxy Vets are:

• Calm under pressure
• Highly adaptable and solutions-focused
• Strong communicators with emotional intelligence
• Confident multitaskers who can prioritize in real time
• Comfortable asking questions and seeking support when needed
• Accountable, coachable, and committed to continuous improvement
• Team-oriented professionals who genuinely care about supporting clinics, clients, and each other

What We’re Looking For

• 3+ years of veterinary CSR, veterinary hospital, urgent care, ER, or related client service experience preferred
• Experience in a fast-paced veterinary environment is strongly preferred
• Remote work experience is considered an asset
• Strong verbal and written communication skills
• Excellent organizational skills and attention to detail
• Ability to multitask effectively while maintaining professionalism and accuracy
• Comfortable navigating emotional conversations with empathy and confidence
• Strong computer proficiency and ability to learn cloud-based systems quickly
• Experience with veterinary software considered an asset (Digitail preferred)
• Ability to work independently with minimal supervision
• Availability to work evenings, weekends, and holidays as required

Remote Work Requirements

• Dedicated, distraction-free workspace
• Reliable high-speed internet connection (minimum 25 Mbps)
• Ability to maintain confidentiality and protect sensitive client information
• Company hardware may be provided

Why Galaxy Vets?

Our culture is built around people who take ownership, support one another, and continuously push veterinary medicine forward.

Our core values guide everything we do:

Owner’s Mindset – We act like this is our business. Because it is.
Sees the Big Picture – We are part of a larger network, not just one clinic.
Always Evolving – We always look for growth opportunities; both personally and professionally
Lead with Integrity – Holding ourselves, and each other, accountable to do the right thing even when nobody’s watching
Sense of Humor – We support each other, celebrate wins, and keep perspective when things get busy

What We Offer

• Employee Ownership Trust participation
• Profit Share Bonus
• Competitive hourly wage
• Medical and Dental Benefits
• Paid Time Off
• Staff Discounts
• Access to wellness and professional support resources
• Paid virtual team meetings
• Remote work environment
• Opportunities for growth and development within a rapidly evolving organization

Diversity, Equity & Inclusion

Galaxy Vets is committed to building an inclusive and supportive workplace where every team member feels respected, valued, and empowered to contribute. We welcome applicants from all backgrounds and are committed to equitable hiring practices across all regions we serve.