Client Service Coordinator

Responsibilities 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 and 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 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. Intellectual ability – Accurately and consistently follows instructions delivered in an oral, written or diagram format. 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 taking appropriate steps 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 (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. Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed 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. Pay Range Hourly: $16.93 – $21.63. 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 a company match. Student Debt Relief Program (for Full‑Time DVMs). Paid Time Off and Holidays. Mental Health and Wellbeing Resources, including free coaching and counseling sessions. Associate Life Insurance (company‑paid) and optional supplemental life coverage. Short‑term and Long‑term Disability insurance (company‑paid). Flexible Spending Accounts (FSA). 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 program. Voluntary Protection Benefits. Legal Plan coverage for a wide range of legal needs. Identity Protection services. 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. We are bonded by a commitment to our purpose: A BETTER WORLD FOR PETS. We pledge to create an inclusive environment where associates can be themselves, and we uphold the health and well‑being of our associates. #J-18808-Ljbffr