Client Service Coordinator

Client Service Coordinator

The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team, ensures good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly and efficient manner, influencing clients to return and refer their friends and families.

Essential Responsibilities and Tasks:

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Actively recruit new clients by promoting hospital services and route the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
• Maximize the number of pets seen by the hospital team through a productive and efficiently run hospital to support the needs of our wellness plan clients.
• Provide professional, efficient and exceptional service at all times. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet's health.
• Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
• Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments.
• Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Other job duties as assigned.

The Five Principles:

• Quality – The consumer is our boss, quality is our work and value for money is our goal.
• Responsibility – As individuals, we demand total responsibility from ourselves; as associates, we support the responsibility of others.
• Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.
• Efficiency – We use resources to the full, waste nothing and do only what we can do best.
• Freedom – We need freedom to shape our future; we need profit to remain free.

Hiring Qualifications / Competencies:

• Leadership
• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• Functional
• Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

Capabilities and Experience (Can Do):

• Ability to multi-task
• Communication skills
• Organizational ability
• Problem solving skills
• Client service skills
• Intellectual ability
• Mathematical ability
• Computer skills

Attitudes (Will Do):

• Initiative
• Integrity
• Cooperativeness
• Flexibility
• Independence
• Tolerance for Stress / Resiliency

Special Working Conditions:

• Ability to work at a computer for long periods of time.
• Ability to be confident around pets.
• Client needs and work volume may often require more than 40 hours per week.
• Must have mental processes for reasoning, remembering, mathematics and language ability.
• The noise level in the work environment is moderately high.
• Requires sufficient ambulatory skills.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity.
• Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances.

Experience, Education and/or Training:

• High School Diploma or equivalent preferred.
• Must be at least 18 years old to perform duties involving radiography.
• One year related experience required with customer service preferred.
• Medical background with medical terminology training is preferred.

We are a drug-free, smoke-free, equal opportunity employer. Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location.