Client Service Representative

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 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.

Hiring Qualifications Competencies

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

Capabilities and Experience (Can Do)

• Ability to multi-task: manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Communication skills: reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary; demonstrates exceptionally strong written and verbal communication skills.
• Organizational ability: demonstrates a systematic approach in carrying out assignments; is very orderly and excels at cutting through confusion and turning chaos into order.
• Problem solving skills: demonstrates a strong ability to identify, analyze and solve problems; translates problems into practical solutions.
• Client service skills: consistently ensures the team provides the client with attentive, courteous and informative service; gains and shows personal satisfaction from delivering great service.
• Intellectual ability: accurately and consistently follows instructions delivered in an oral, written or diagram format; can provide directions.
• Mathematical ability: ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement.
• Computer skills: comfortably and confidently uses a computer and specialized software. Microsoft Word, Excel, Access, Outlook, etc.

Attitudes (Will Do)

• Initiative: shows willingness and aptitude to use own discretion in finding solutions to problems; presents options and ideas to enhance current processes or procedures.
• Integrity: firmly adheres to the values and ethics of Banfield Pet Hospitals; exhibits honesty, discretion, and sound judgment.
• Cooperativeness: willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.
• Flexibility: is open to changing situations and opportunities and is willing to perform all tasks assigned.
• Independence: able and willing to perform tasks and duties without supervision.
• Tolerance for Stress / Resiliency: maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.

Special Working Conditions

• Ability to work at a computer for long periods of time.
• Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.).
• Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. This position requires special hours including working weekends and evenings.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• The noise level in the work environment is moderately high.
• Requires sufficient ambulatory skills in order to perform duties while at hospital.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand‑eye coordination, arm‑hand‑finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate equipment.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Experience, Education and/or Training

• High School Diploma or equivalent preferred.
• Must be at least 18 years old to perform duties involving radiography (x‑ray) and exposure to radioactive substances.
• One year related experience required with customer service preferred.
• Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology preferred.

Compensation

The pay range for this role is $17.70 - $22.62 hourly. The pay range listed reflects a general hiring range for the area, with the specific rate determined based on the candidate’s experience, skill level, and education, and may vary depending on location or applicable minimum wage laws.

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 Wellbeing Resources, including free coaching and counseling sessions.
• Associate Life Insurance (company‑paid) & Supplemental Life Insurance.
• Company‑Paid Short‑ and Long‑Term Disability.
• Flexible Spending Accounts (FSA).
• Health Savings Account (HSA).
• Paid Parental Leave for birth and adoption.
• Continuing Education Allowance (for Eligible Positions).
• Back‑Up Child and Elder Care & Family Support Resources.
• Fertility and Family Building Support.
• Digital Exercise Therapy program.
• 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 marked by a diversity of thought, background and approach. Together, we’re bonded by a commitment to our purpose: A BETTER WORLD FOR PETS. Our pledge is to create an inclusive environment where associates can be themselves, so that we can find value in our differences. And we know that’s best achieved by upholding the health and well‑being of our associates.