CLIENT SERVICE COORDINATOR

CLIENT SERVICE COORDINATOR 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. This posting will remain open for a minimum of two weeks or until a sufficient pool of qualified applicants has been received. A career at Banfield means you will work in the pet healthcare field alongside industry experts with a chance to make a difference in the lives of pets and the clients we serve through client education and effective communication. Work in a fun team environment that offers a clear career path for continued growth and learning. 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. ESSENTIAL RESPONSIBILITIES AND TASKS Live and exemplify the Five Principles of Mars, Inc. within yourself and your 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 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 Customer Focus Peer Relationships Integrity & Trust Action Oriented Preventative care and OWPs 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: adds, subtracts, multiplies and divides, and computes rate, ratio and percent; converts units of measurement. Computer skills: comfortably and confidently uses a computer and specialized software; Microsoft Word, Excel, Access, Outlook, etc. Initiative: shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures; takes on additional responsibility when both big and small tasks need to be done. 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 shares 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 keeps a friendly demeanor while dealing with stressful situations. SPECIAL WORKING CONDITIONS Ability to work at a computer for long periods of time. Confidence around pets (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; requires special hours including working weekends and evenings. Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking English) 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: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion to anesthesia, radiation, biological hazards and medication/control substances. 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 of related experience required; customer service experience preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred. BENEFITS Comprehensive Medical, Dental, and Vision Insurance Generous Retirement Plans (401(k) and Roth) Paid Time Off and Holidays Top‑Tier Mental Health and Wellbeing Resources 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 both birth and adoption Continuing Education Allowance (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 for a wide range of legal needs Identity Protection Commuter Benefits Three Free Optimum Wellness Plans for Pets Exclusive Discounts on products and services 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. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity and expression, 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. A BETTER WORLD FOR PETS. The pay range for this role is $15.00 - $18.69 per hour. The range may vary depending on location or applicable minimum wage laws. #J-18808-Ljbffr