Client Service Coordinator

Client Service Coordinator SUMMARY OF JOB PURPOSE AND FUNCTION 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, and coordinates the care of clients and pets in a 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 – manages multiple tasks concurrently with accuracy and calm. Communication skills – reads, writes and speaks fluent English with appropriate grammar and style. Organizational ability – systematic approach, orderly, excels at turning chaos into order. Problem solving skills – identifies, analyzes and solves problems with practical solutions. Client service skills – ensures attentive, courteous and informative service to clients. Intellectual ability – follows instructions delivered orally, written or diagramatically. Mathematical ability – basic arithmetic and unit conversions. Computer skills – comfortable with Microsoft Word, Excel, Access, Outlook and specialized software. ATTITUDES (WILL DO) Initiative – takes appropriate steps to find solutions and enhances current processes. Takes on additional responsibility when needed. Integrity – adheres to Banfield values and ethics with honesty and sound judgment. Cooperativeness – works with others, collaborates and shares information promptly. Flexibility – open to changing situations and performs all assigned tasks. Independence – performs duties without supervision. Tolerance for Stress / Resiliency – maintains a positive outlook and composure while dealing with stress. SPECIAL WORKING CONDITIONS Work at a computer for long periods. Confidence around pets (dogs, cats, birds, reptiles, etc.). More than 40 hours per week may be required. Special hours: weekends and evenings. Physical ability: stand, walk, stoop, kneel, crouch, climb, lift and carry up to 50 pounds. Hand–eye coordination, arm–hand dexterity, visual acuity to use a keyboard and operate equipment. Exposure to pets that may bite or scratch, anesthesia, radiation, biological hazards and medication. EXPERIENCE, EDUCATION AND/OR TRAINING High School Diploma or equivalent preferred. Must be at least 18 years old to perform duties involving radiography 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 training is preferred. EQUAL OPPORTUNITY EMPLOYER 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. BENEFITS Comprehensive Medical, Dental and Vision Insurance Generous 401(k) and Roth retirement plans with company match Student Debt Relief Program for full-time veterinarians Paid Time Off and holidays Mental Health and Wellbeing resources including coaching and counseling Associate life insurance (company-paid) and supplemental life insurance options Short- and long-term disability coverage Flexible Spending Accounts Health Savings Account Paid parental leave for birth and adoption Continuing Education Allowance for eligible positions Backup child and elder care and family support resources Fertility and family building support Digital exercise therapy program Voluntary protection benefits Legal plan coverage Identity protection services Commuter benefits Three free Optimum Wellness Plans for pets Exclusive discounts on products and services #J-18808-Ljbffr