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 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 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 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. 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 turning confusion into order. Problem‑solving skills – demonstrates strong ability to identify, analyze and solve problems and translate them into practical solutions. Client service skills – consistently ensures the team provides the client with attentive, courteous and informative service and gains personal satisfaction from delivering great service. Intellectual ability – accurately and consistently follows instructions delivered in an oral, written or diagram format. Mathematical ability – can add, subtract, multiply and divide, and compute rates, ratios and percentages and convert units of measurement. Computer skills – comfortably and confidently uses a computer and specialized software (Microsoft Word, Excel, Access, Outlook). ATTITUDES (WILL DO) Initiative – shows willingness and aptitude to use own discretion in finding solutions to problems and presenting options to enhance current processes. Integrity – firmly adheres to the values and ethics of Banfield Pet Hospitals and exhibits honesty, discretion and sound judgment. Cooperativeness – willing to work with others, collaborating and compromising where necessary and promptly sharing relevant information. Flexibility – open to changing situations and opportunities and willing to perform all assigned tasks. 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 maintains composure while dealing with stressful situations. 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. 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; this position requires special hours including weekends and evenings. Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing and speaking English) to perform the duties proficiently. Noise level in the work environment is moderately high. Requires sufficient ambulatory skills to perform duties while at the hospital. Ability to stand, walk, stoop, kneel, crouch, climb and manipulate (lift, carry, move) up to 50 pounds. Requires good hand‑eye coordination, arm‑hand‑finger dexterity and visual acuity to use a keyboard and operate equipment. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Associate is routinely exposed to pets that may bite or scratch and occasionally to anesthesia, radiation, biological hazards and medication/controlled 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 related experience required with customer service preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred. BENEFITS Pay range: $16.16 – $20.66 hourly. Comprehensive Medical, Dental, and Vision Insurance. Generous Retirement Plans (401(k) and Roth). Best‑in‑Class Student Debt Relief Program (for Full‑Time DVMs). 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. Continuing Education Allowance (for Eligible Positions). Back‑Up 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. Benefits eligibility is based on employment status. Full‑time 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 (*). EEO STATEMENT 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, 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. #J-18808-Ljbffr