Client Service Coordinator

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 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. 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 Leadership Customer Focus Peer Relationships Integrity & Trust Action Oriented 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 and quickly shifts attention among tasks under distracting conditions. 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 – identifies, analyzes and solves problems and translates them into practical solutions. Client service skills – consistently ensures the team provides the client with attentive, courteous and informative service. Intellectual ability – accurately follows instructions delivered in oral, written or diagram format. Mathematical ability – adds, subtracts, multiplies and divides; computes rates, ratios and percent; converts units of measurement. Computer skills – uses a computer and specialized software such as Microsoft Word, Excel, Access, Outlook. Initiative – uses own discretion to find solutions to problems and presents options to enhance processes. Integrity – adheres to the values and ethics of Banfield Pet Hospitals; exhibits honesty, discretion and judgment. Cooperativeness – works with others, collaborates and compromises, promptly shares relevant information. Flexibility – is open to changing situations and opportunities and performs all tasks assigned. Independence – performs tasks and duties without supervision. Tolerance for Stress / Resiliency – maintains a positive outlook, rebounds quickly from frustrations while remaining composed and friendly. Special Working Conditions Ability to work at a computer for long periods of time. Ability to be confident around pets (dogs, cats, birds, reptiles, etc.). Client needs and work volume may often require more than 40 hours per week; this position requires special hours including weekends and evenings. Requires mental processes for reasoning, remembering, mathematics and language ability to perform duties proficiently. Noise level in the work environment is moderately high. Requires sufficient ambulatory skills to perform duties while at hospital. Ability to stand, walk, stoop, kneel, crouch, and climb and manipulate up to 50 pounds. Requires good hand-eye coordination, arm-hand-finger dexterity and visual acuity to use a keyboard and operate equipment. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion 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 / Drug-free Employer Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes 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 $15.00 - $17.70 Hourly. The pay range listed 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 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 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 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 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