Client Service Coordinator

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. The CSC influences 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 required documentation, entering all pet information and history in the computer, using 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. Communication skills: reads, writes and speaks fluent English, using appropriate grammar and vocabulary. Organizational ability: demonstrates a systematic approach to carry out assignments and turns chaos into order. Problem solving skills: identifies, analyzes and solves problems, translating them 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 oral, written or diagram format. Mathematical ability: performs addition, subtraction, multiplication, division and simple calculations; converts units of measurement. Computer skills: comfortably and confidently uses a computer and specialized software including Microsoft Word, Excel, Access, Outlook. Attitudes (Will Do) Initiative – shows willingness and aptitude to use own discretion in finding solutions to problems. Integrity – firmly adheres to the values and ethics of Banfield Pet Hospitals. Cooperativeness – willing to work with others, collaborating and compromising, sharing relevant information. Flexibility – is open to changing situations and opportunities and performs all tasks assigned. Independence – able and willing to perform tasks and duties without supervision. Tolerance for Stress / Resiliency – maintains a positive outlook and composure while dealing with stressful situations. Special Working Conditions Ability to work at a computer for long periods. Confidence 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. Requires mental processes for reasoning, remembering, mathematics and language ability (reading, writing, speaking English). Moderately high noise level. Requires 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 and visual acuity for keyboard use and equipment operation. Exposure to pets that may bite or scratch, and, on occasion, exposure to anesthesia, radiation, biological hazards and controlled substances. 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; customer service preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred. Equal Opportunity 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. Pay Range The pay range for this role is $17.70 – $22.62 hourly. The specific rate is 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 company match Best-in-Class Student Debt Relief Program (for Full‑Time DVMs) Paid Time Off and Holidays Top‑Tier Mental Health and Well‑being Resources including free coaching and counseling Associate Life Insurance (company‑paid) & Supplemental Life Insurance Company‑Paid Short‑ and Long‑Term Disability Flexible Spending Account (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 Program Voluntary Protection Benefits (covering hospital stays, critical illness, and accidents) Legal Plan (covering a wide range of legal needs) Identity Protection Commuter Benefits Three Free Optimum Wellness Plans for Pets Exclusive Discounts on a variety of products and services About Us Banfield is a community of caring people marked by a diversity of thought, background and approach. Together, we’re bonded by a commitment to our purpose: a better world for pets. Our pledge is to create an inclusive environment where associates can be themselves, so that we can find value in our differences and uphold the health and well‑being of our associates. #J-18808-Ljbffr