Client Service Coordinator

Job Summary 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. Responsibilities 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, including 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. Qualifications Leadership Customer Focus Peer Relationships Integrity & Trust Action Oriented Listening Functional Preventative care and OWPs Communication Skills Client Service Skills Priority Setting Time Management Ability to multi-task (manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks) Communication skills – reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary, correctly spells commonly used English words and job specific terms. Organizational ability – demonstrates systematic approach, orderly, cuts confusion into order. Problem solving skills – identifies, analyzes and solves problems, translates problems into practical solutions. Client service skills – ensures the team provides the client with attentive, courteous and informative service. Intellectual ability – follows instructions delivered in oral, written or diagram format. Mathematical ability – add, subtract, multiply and divide, compute rate, ratio and percent, convert units. Computer skills – uses Microsoft Word, Excel, Access, Outlook etc. High school diploma or equivalent preferred; at least 18 years old to perform radiography duties; one year related experience in customer service preferred; medical background preferred. Attitudes Initiative – willingness and aptitude to use discretion in finding solutions to problems. Integrity – adheres to the values and ethics of Banfield Pet Hospitals. Cooperativeness – willing to work with others, collaborate and compromise. Flexibility – open to changing situations and opportunities, willing to perform all tasks assigned. Independence – able and willing to work without supervision. Tolerance for Stress / Resiliency – maintains positive outlook, rebounds quickly, maintains composure. Special Working Conditions Ability to work at a computer for long periods of time. Ability to be confident around pets (dogs, cats, birds, reptiles, etc.) Client needs and work volume may often require more than 40 hours per week, including weekends and evenings. Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, speaking English) to perform duties proficiently. Noise level moderately high. Requires ambulatory skills: stand, walk, stoop, kneel, crouch, climb, and manipulate up to 50 pounds. Requires good hand-eye coordination, dexterity, visual acuity for keyboard use and equipment operation. Pay & Benefits The pay range for this role is $16.93 - $21.63 per hour. Comprehensive Medical, Dental, and Vision Insurance: health and wellness priority coverage. Generous Retirement Plans (401(k) and Roth): company match to help build a secure financial future. Best-in-Class Student Debt Relief Program (for Full-Time DVMs): support for vet professionals. Paid Time Off and Holidays: paid time off and holidays. Top-Tier Mental Health and Wellbeing Resources: free coaching and counseling sessions. Associate Life Insurance (company-paid) & Supplemental Life Insurance: protect loved ones. Company-Paid Short- and Long-Term Disability: financial protection for temporary or long-term disability. Flexible Spending Accounts (FSA): pre-tax money for healthcare and dependent care. Health Savings Account (HSA): tax-advantaged account to pay medical expenses. Paid Parental Leave: for both birth and adoption. Continuing Education Allowance (for Eligible Positions): financial assistance for education opportunities. Back-Up Child and Elder Care & Family Support Resources: help during unpredictable moments. Fertility and Family Building Support: support for fertility treatments. Digital Exercise Therapy: program to fit busy lifestyle. Voluntary Protection Benefits: coverage for hospital stays, critical illness, accidents. Legal Plan: coverage for a wide range of legal needs. Identity Protection: safeguard personal information. Commuter Benefits: convenient and cost-effective daily journey. Three Free Optimum Wellness Plans for Pets: free wellness plans for pets. Exclusive Discounts: savings on products and services. Benefits eligibility is based on employment status. Full-time (FT) Associates are eligible for all benefit programs (Student Debt Program available for FT DVMs only); Part-time Associates are eligible for those benefits with an asterisk (*). #J-18808-Ljbffr