Client Service Coordinator

Problem Resolution Problem resolution is important because problems are likely to occur during client interactions. Resolving a client’s problem improves their overall experience and loyalty. The “problem” is usually a communication breakdown, not a quality issue. Every Banfield associate influences the client’s experience and should feel comfortable addressing concerns quickly and efficiently. Best Practices for Problem Resolution Pay attention to a client’s body language and their words and behavior. Validate the client’s concerns with an empathy statement and thank them for bringing the problems. Give the client the opportunity to voice concerns without interruption. Consider inviting the client into an exam room to discuss the issue privately. Address the concern quickly by asking what can be done to rectify the situation. If unable to resolve immediately, inform the client you will involve the Practice Manager and obtain contact information for follow‑up. Client Service Coordinator (CSC) Best Practices Maintain a clean lobby and reception desk. Review the schedule during the day to provide options and say yes to client requests when possible. Follow up on online appointment requests promptly. Answer the phone with enthusiasm or empathy based on the situation. Relay client messages to the doctor quickly and set realistic expectations for return calls. Greet the client in a timely manner and acknowledge the client and pet by name. Use a warm greeting, friendly voice, and pleasant demeanor. Introduce yourself, make eye contact, and be ready to update clients on wait times or delays. Notify clients of any delays and offer rescheduling if necessary. When a client believes it is an emergency, ensure a brief exam is done to triage severity. Page the treatment area to announce arrival before checking the client in. Alert the doctor and/or vet tech to personalized client or pet information. Ensure the client is scheduled with the primary care provider at check‑out. Make sure the doctor or VA/VT reviews the exam report with the client. Ask the client if they have additional questions before leaving. Take command of difficult situations and involve the doctor or practice manager as needed. Pay Range $16.93 – $21.63 hourly, based on experience, skill level, and education. Benefits Comprehensive Medical, Dental, and Vision Insurance. Generous Retirement Plans (401(k) and Roth) with company match. Best‑in‑Class Student Debt Relief Program for Full‑Time DVMs. Paid Time Off and Holidays. Top‑Tier Mental Health and Well‑Being Resources. Associate Life Insurance (company‑paid) and Supplemental options. Company‑Paid Short‑ and Long‑Term Disability. Flexible Spending Accounts (FSA) and Health Savings Account (HSA). Paid Parental Leave for birth and adoption. Continuing Education Allowance for eligible positions. Backup Child and Elder Care & Family Support Resources. Fertility and Family Building Support. Digital Exercise Therapy. Voluntary Protection Benefits. Legal Plan. Identity Protection. Commuter Benefits. Three Free Optimum Wellness Plans for Pets. Exclusive Discounts on products and services. About Us Banfield is a community of caring people with diverse backgrounds. We are committed to creating an inclusive environment where associates can be themselves and help build a better world for pets. #J-18808-Ljbffr