VCA Hospitals

Call Center Agent – Client Service Representative

Pay: $17.50 – $30.00/hour, based on experience

About the Role

We are seeking a dedicated Call Center Agent to join our team. This role is essential to managing a high volume of incoming and outgoing calls, ensuring clients receive prompt, professional, and compassionate service. As the first voice our clients hear, you’ll help set the tone for their entire experience with us.

At VCA Animal Hospitals, our mission is simple: Your pet’s health is our top priority and excellent service is our goal. We are looking for a personable, professional, and service-oriented individual to help us bring that mission to life with every interaction.

Why We Need You

As the face and voice of VCA, our Client Service Representatives are critical to building trust and creating a positive experience for every pet owner. This role is pivotal to the smooth operation of our hospital and the satisfaction of our clients.

Key Responsibilities Include but not limited too:

• Providing outstanding customer service over the phone and in-person
• Answering a high volume of calls, assisting clients with scheduling and information
• Scheduling and confirming appointments with accuracy
• Making outbound calls for follow-ups and client outreach
• Explaining service fees and processing payments
• Recommending and assisting with products and prescriptions
• Answering general pet care questions (e.g., flea/tick prevention, house training, heartworm prevention)
• Maintaining medical records, charts, reports, and related correspondence
• Supporting hospital cleanliness and organization, including handling waste when needed

Qualifications:

• Minimum of 1 year of customer service or call center experience preferred
• High School Diploma or GED required
• Excellent communication and multitasking skills
• Compassionate, patient-focused, and detail-oriented
• Ability to lift up to 40 lbs. and work in an environment with pet-related allergens, odors, and sounds
• Availability to work evenings, weekends, and holidays

Why Join VCA West Los Angeles?

At VCA West LA, you’ll be part of a collaborative team that supports your growth and values your contributions. We’re committed to equity, inclusion, and fostering a positive, respectful workplace.

We offer:

• Access to a large veterinary network and leadership development opportunities
• Continuing education and tuition support
• Veterinary Technician license reimbursement
• Mental health and wellness resources (including Headspace subscription)
• Strong community partnerships and volunteer opportunities
• Competitive compensation
• Medical, dental, and vision insurance
• Paid vacation, sick time, and parental leave
• Life, short-term and long-term disability insurance
• Generous pet care discounts
• 401(k) retirement plan
• Full-time and part-time positions available

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com