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, including 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. Perform 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 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 and excels at turning chaos into order. Problem solving skills – Identifies, analyzes and solves problems, translating them into practical solutions. Client service skills – Ensures the team provides the client with attentive, courteous and informative service. Intellectual ability – Accurately follows instructions delivered in an oral, written or diagram format. Mathematical ability – Adds, subtracts, multiplies and divides, and computes rate, ratio and percent; converts units of measurement. Computer skills – Uses a computer and specialized software confidently; Microsoft Word, Excel, Access, Outlook, etc. ATTITUDES (WILL DO) Initiative – Takes appropriate steps in finding solutions to problems and presents options and ideas to enhance current processes. Integrity – Adheres to the values and ethics of Banfield Pet Hospitals; exhibits honesty, discretion and sound judgment. Cooperativeness – Works with others, collaborating and compromising when necessary; promptly shares relevant information. Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned. Independence – Performs tasks and duties without supervision. Tolerance for Stress / Resiliency – Maintains a positive outlook, rebounds quickly from frustrations and maintains composure while dealing with stressful situations. SPECIAL WORKING CONDITIONS Ability to work at a computer for long periods of time. Confident around pets (dogs, cats, birds, reptiles, etc.). Client needs and work volume may often require more than 40 hours per week, including weekends and evenings. Mental processes for reasoning, remembering, mathematics and language ability (reading, writing, speaking English) to perform duties proficiently. Moderately high noise level. Requires sufficient ambulatory skills to perform duties while at hospital; ability to stand, walk, stoop, kneel, crouch, climb and manipulate up to 50 pounds. Requires good hand-eye coordination, arm-hand-finger dexterity and visual acuity. Exposed to a variety of pets that may bite or scratch; occasionally 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 preferred. EEO STATEMENT WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER. Company Policy, Federal and State Laws Forbid Discrimination Because of Age, Color, Race, Religion, Sex, Disability, Sexual Orientation or National Origin. PAY RANGE The pay range for this role is $15.39 - $19.67 per hour. The specific rate is determined based on experience, skill level, and education and may vary by 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 DVMs) Paid Time Off and Holidays Major Mental Health and Wellbeing Resources, including free coaching and counseling Associate Life Insurance (company‑paid) & Supplemental Life Insurance Company‑Paid Short- and Long‑Term Disability Coverage Flexible Spending Accounts (FSA) Health Savings Account (HSA) Paid Parental Leave (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 are bonded by a commitment to our purpose: A BETTER WORLD FOR PETS. We create an inclusive environment where associates can be themselves and where we uphold the health and well-being of our associates. #J-18808-Ljbffr A Caring Doctor (Minnesota), P.A.