Client Service Representative

Job Title The Client Service Coordinator ("CSC"). 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, encouraging hospital visits, welcoming clients and pets, ensuring they are comfortable, 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 required documentation, entering 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. 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 Leadership. Customer Focus. Peer Relationships. Integrity & Trust. Action Oriented. Listening Functional. Communication Skills. Client Service Skills. Priority Setting. Time Management. Capabilities and Experience (Can Do): Ability to multi‑task. Communication skills – Reads, writes and speaks fluent English. Organizational ability – Demonstrates a systematic approach. Problem solving skills – Demonstrates a strong ability to identify, analyze and solve problems. Client service skills – Consistently ensures the team provides the client with attentive, courteous and informative service. Intellectual ability – Accurately follows instructions. Mathematical ability – Ability to add, subtract, multiply and divide, compute rate, ratio and percent; convert units. Computer skills – Comfortably uses a computer and specialized software such as Microsoft Word, Excel, Access, Outlook. Attitudes Initiative – Willingness to find solutions to problems and present options and ideas to enhance current processes. Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals. Cooperativeness – Willing to work with others, collaborating and compromising when necessary. Flexibility – Open to changing situations and opportunities. Independence – Able and willing to perform 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. Confidence around pets (dogs, cats, birds, reptiles, etc.). Work may require more than 40 hours per week; special hours including weekends and evenings. Ability to stand, walk, stoop, kneel, crouch, climb, and lift up to 50 pounds. Requires good hand‑eye coordination, arm‑hand‑finger dexterity, and visual acuity for keyboard and equipment operation. Specific vision abilities: close vision, distance vision, color vision, peripheral vision, depth perception, focus adjustment. Experience, Education, and 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 $15.39 - $19.67 hourly. The pay range 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: covers essential medical, dental, and vision care. Generous Retirement Plans (401(k) and Roth): company match available. Best‑in‑Class Student Debt Relief Program (for Full‑Time DVMs). Paid Time Off and Holidays. Top‑Tier Mental Health and Wellbeing Resources: free coaching and counseling sessions. 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 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. Voluntary Protection Benefits. Legal Plan. Identity Protection. Commuter Benefits. Three Free Optimum Wellness Plans for Pets. Exclusive Discounts on products and services. Benefits eligibility is based on employment status. Full‑time (FT) 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 (*). #J-18808-Ljbffr