Client Service Coordinator

Job Summary 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 routing 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 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 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. Organizational ability: demonstrates a systematic approach in carrying out assignments. 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: adds, subtracts, multiplies and divides; computes rates, ratios and percentages; converts units of measurement. Computer skills: uses computer and specialized software such as 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. Cooperativeness – willing to work with others, collaborating and compromising where necessary; promptly shares relevant information. Flexibility – open to changing situations and opportunities and 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 maintains composure and friendly demeanor 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 volume may require more than 40 hours per week; includes weekends and evenings. Requires mental processes for reasoning, remembering, mathematics and language abilities to perform duties proficiently. Moderately high noise level. Requires sufficient ambulatory skills; ability to stand, walk, stoop, kneel, crouch, climb; manipulate up to 50 pounds. Good hand‑eye coordination, arm‑hand‑finger dexterity, visual acuity for keyboard and equipment operation. Specific vision abilities required: close, distance, color, peripheral, depth perception, focus adjustment. Exposure to pets that may bite or scratch; possible exposure 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 of 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 and expression, 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. Pay Range $16.16 – $20.66 Hourly, based on candidate’s experience, skill level and education; 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 company match. Best‑in‑Class Student Debt Relief Program for Full‑Time DVMs. Paid Time Off and Holidays. Top‑Tier Mental Health and Wellbeing Resources, including coaching and counseling. 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 both 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. Voluntary Protection Benefits (optional coverage). 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 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 Banfield Pet Hospital