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

• Live and exemplify the Five Principles of Mars, Inc. within yourself and your team.
• Recruit new clients by promoting hospital services and route traffic to ensure superior client care and maximum productivity.
• 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 visits, welcoming clients, ensuring comfort 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 info and history, using proper collars and tags, and ensuring prompt service.
• Assist outgoing clients by providing instructions, information, invoices, dispensing prescription items, selling retail products and scheduling appointments.
• Manage finances by maintaining accurate balances and following opening and closing procedures.
• Perform administrative functions as necessary.
• Other duties as assigned.

Compassion and Principles

Five Principles: Quality, Responsibility, Mutuality, Efficiency, Freedom.

Required 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 quickly and accurately under distraction.
• Communication: fluent English reading, writing, speaking with proper grammar.
• Organizational: systematic approach, orderly, turning chaos into order.
• Problem solving: identify, analyze, solve problems and translate into solutions.
• Client service: ensure attentive, courteous, informative service.
• Intellectual ability: follow instructions verbally, in writing or diagrams.
• Mathematical ability: perform basic operations and compute rates, ratios and percentages.
• Computer skills: comfortable using Microsoft Word, Excel, Access, Outlook, etc.

Attitudes (Will Do)

• Initiative, Integrity, Cooperativeness, Flexibility, Independence, Stress tolerance.

Working Conditions

• Work at a computer for long periods.
• Comfortable around pets of various species.
• May work more than 40 hours per week, including weekends and evenings.
• Reasoning, reading, writing, math and language abilities required.
• Moderate noise level; ambulatory skills to stand, walk, stoop, kneel, crouch, climb; lift up to 50 pounds; good hand-eye coordination.
• Exposure to pets that may bite or scratch, anesthesia, radiation, biological hazards, controlled substances.

Education and Experience

• High School Diploma or equivalent preferred.
• Minimum 18 years old for radiography duties.
• One year related customer service experience preferred.
• Medical background or veterinary technician preferred.

Compensation

Hourly rate: $15.00 – $17.70, depending on experience, skill level, and education.

Benefits

• Comprehensive Medical, Dental and Vision Insurance.
• 401(k) and Roth retirement plans with company match.
• Student Debt Relief Program for Full‑Time DVMs.
• Paid Time Off and Holidays.
• Mental Health and Wellbeing Resources.
• Associate Life Insurance and Supplemental Life Insurance.
• Short‑ and Long‑Term Disability coverage.
• Flexible Spending Accounts.
• Health Savings Account.
• Paid Parental Leave.
• Continuing Education Allowance.
• Backup 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.

Employee Eligibility

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 (*).