Client Service Representative

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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 (in terms of numbers of clients and pets), 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.

Description - External

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 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. This includes 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 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. Correctly spells commonly used English words and job specific terms. Demonstrates exceptionally strong written and verbal communication skills.

· Organizational ability – Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order.

· 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. Gains and shows personal satisfaction from delivering great service.

· Intellectual ability - Accurately and consistently follows instructions delivered in an oral, written or diagram format. Can provide directions.

· Mathematical ability - Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement.

· Computer skills - Comfortably and confidently uses a computer and specialized software. 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. Takes on additional responsibility when both big and small tasks need to be done.

· Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals. Exhibits honesty, discretion, and sound judgment.

· Cooperativeness – Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.

· Flexibility – Is open to changing situations and opportunities and is 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 unpleasantness, 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.

· Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.)

· Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. This position requires special hours including working weekends and evenings.

· Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.

· The noise level in the work environment is moderately high.

· Requires sufficient ambulatory skills in order to perform duties while at hospital.

· Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.

· Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate equipment.

· Specific vision abilities required by this job 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, exposed 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 related experience required with customer service preferred.

· Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.

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. 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, 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.

The pay range for this role is

$16.93 - $21.63 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.

Here at Banfield, w e prioritize your well-being and professional growth by offering a comprehensive total rewards package, including health, wellness, and financial support for you, your family, and even your pets. Check out s ome of o ur “ M eow-velous” benefits: 

• Comprehensive Medical, Dental, and Vision Insurance: Enjoy peace of mind knowing your health and wellness are our top priorities. We've got your essential medical, dental, and vision care covered .

• Generous Retirement Plans (401(k) and Roth): Invest in your future and enjoy a generous company match to help you build a secure financial future.*

• Best-in-Class Student Debt Relief Program (for Full-Time DVMs): At Banfield, we understand the significant financial burden of student debt on veterinarians. We are committed to supporting our veterinary professionals and believe that addressing student debt is crucial for the long-term health of the veterinary profession.

• Paid Time Off and Holidays: Take a break , recharge your wellbeing , and celebrate days of personal significance with paid time off and holidays. *

• Top-Tier Mental Health and Wellbeing Resources: Your mental health matters. Access our industry-leading resources, including free coaching and counseling sessions, to support your overall wellbeing and help you thrive.*

• Associate Life Insurance (company-paid) & Supplemental Life Insurance: Protect your loved ones with our company-paid Associate life insurance and have the option to purchase additional coverage for extra peace of mind.

• Company-Paid Short- and Long-Term Disability: Feel secure knowing that if you face a temporary or long-term disability, you’ll have financial protection .

• Flexible Spending Accounts (FSA): Save on healthcare and dependent care expenses by setting aside pre-tax money. It's a smart way to manage your budget and take care of your needs.

• Health Savings Account (HSA): Make the most of your healthcare dollars with a tax-advantaged HSA, allowing you to pay for medical expenses with pre-tax funds.

• Paid Parental Leave: We support growing families with paid parental leave for both birth and adoption, giving you precious time to bond with your new family addition.

• Continuing Education Allowance (for Eligible Positions): Banfield is committed to supporting the professional growth of our Associates. This allowance provides financial assistance to pursue continuing education opportunities.*

• Back-Up Child and Elder Care & Family Support Resources : When life's unpredictable moments arise, our backup care and family support benefits provide the help you need to keep things running smoothly.*

• Fertility and Family Building Support: We're here for you on your journey to parenthood, offering comprehensive support for fertility treatments and family-building options.

• Digital Exercise Therapy: Stay active and healthy with our digital exercise therapy program, designed to fit your busy lifestyle, and keep you moving.

• Voluntary Protection Benefits: Get peace of mind with protection against the unexpected. You can purchase coverage to help support you financially during hospital stays, critical illness, and accidents.*

• Legal Plan: Gain extra peace of mind with our affordable and accessible legal plan which includes coverage for a wide range of legal needs.*

• Identity Protection: Identity Protection helps safeguard your personal information by alerting you to suspicious activity and providing support if your information is stolen.*

• Commuter Benefits: Say goodbye to commuting stress with our commuter benefits, making your daily journey more convenient and cost-effective.*

• Three Free Optimum Wellness Plans for Pets: We care about your furry friends too! Enjoy three free wellness plans to ensure your pets receive the best preventive and general care.*

• Exclusive Discounts: Unlock a world of savings with our wide variety of exclusive discounts on products and services, making life more affordable and enjoyable. *

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 (*).