Client Service Coordinator

Overview Banfield Pet Hospital is a community of caring people marked by a diversity of thought, background and approach. Our mission is to create a better world for pets and the clients we serve through client education and effective communication. The Client Service Coordinator (CSC) plays a key role in driving the flow of clients and pets through the hospital, ensuring productive teamwork, efficient operations, and a welcoming environment that encourages client return and referral. Job Summary The Client Service Coordinator 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 client and pet care in a friendly and efficient manner. The CSC influences client satisfaction, promotes hospital services, and supports the successful operation of our wellness programs. 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, efficiently run hospital to support the needs of our wellness plan clients. Provide professional, efficient and exceptional service at all times, including welcoming clients and pets, ensuring comfort in the hospital, and educating them about their pet’s health. Educate clients about Optimum Wellness Plans, preventive 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 instructions, information and invoices; dispensing prescription items per a veterinarian’s instructions; selling retail products and scheduling future appointments. Manage finances by maintaining accurate balances and following proper opening and closing procedures. Conduct administrative functions as necessary and perform additional duties as assigned. The Five Principles Quality – The consumer is our boss; quality is our work; value for money is our goal. Responsibility – Each individual demands total responsibility from themselves; associates 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 and profit to remain free. Hiring Qualifications Competencies Leadership: Customer Focus Peer Relationships Integrity & Trust Action Oriented Listening Preventative care and OWP knowledge Communication Skills Client Service Skills Priority Setting Time Management Capabilities & Experience (Can Do) Multi‑tasking – manages multiple tasks simultaneously, shifts attention accurately without loss of performance. Communication – reads, writes, and speaks fluent English with proper grammar and vocabulary; strong written and verbal skills. Organizational ability – systematic approach to assignments, turns chaos into order. Problem solving – identifies, analyzes, and solves problems; translates them into practical solutions. Client service – consistently ensures courteous, informative service, and personal satisfaction from delivering great service. Intellectual ability – follows instructions, both oral and written. Mathematical ability – proficient in basic arithmetic, rate, ratio, percent, and unit conversion. Computer skills – comfortable and confident using Microsoft Word, Excel, Access, Outlook, and specialized software. Attitudes (Will Do) Initiative – uses discretion to find solutions and presents ideas for process improvement. Integrity – adheres to Banfield’s values and ethics; exhibits honesty, discretion, and sound judgment. Cooperativeness – collaborates and compromises, shares information promptly. Flexibility – open to changing situations, performs all assigned tasks. Independence – performs duties without supervision. Stress Tolerance – maintains a positive outlook, rebounds quickly, remains composed in stressful situations. Special Working Conditions Long periods at a computer; confident with a keyboard and equipment. Comfortable around pets (dogs, cats, birds, reptiles, etc.). Work may exceed 40 hours per week; requires weekends and evenings. Bobble responding to mental processes required for reading, writing, and English speaking. Noise level is moderately high. Physical abilities: stand, walk, stoop, kneel, crouch, climb, and lift up to 50 pounds. Good hand‑eye coordination and dexterity; visual acuity for keyboard and equipment use. Exposure to pets that may bite or scratch; occasional anesthesia, radiation, biological hazards, and medication/controlled substances. Experience, Education & Training High School Diploma or equivalent preferred. Minimum 18 years old for duties involving radiography and radioactive substances. One year of related experience required; customer service preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred. Equal Opportunity Statement Banfield Pet Hospital is a drug‑free, smoke‑free, equal‑opportunity employer. We strongly support and value the uniqueness of all individuals and promote a work environment where diversity is embraced. 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 $15.39 – $19.67 per hour (dependent on experience, skill level, education, and local 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 (free coaching, counseling) Associate Life Insurance (company‑paid) and Supplemental Life Insurance option Company‑Paid Short‑ and Long‑Term Disability Flexible Spending Accounts (FSA) Health Savings Account (HSA) Paid Parental Leave (birth and adoption) Continuing Education Allowance (eligible positions) Backup 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 Banfield Banfield is a community of caring people and a commitment to 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 as a core value. #J-18808-Ljbffr