Client Service Coordinator

Client Service Coordinator

PROBLEM RESOLUTION Why Problem Resolution is important: Problems are very likely to occur at some point during your relationship with your clients. Positively resolving a client's problem when it is reported to you improves a client's overall experience and keeps them loyal. It is important to remember that the "problem" typically isn't with the quality of medicine provided but with a breakdown in the communication or understanding between the client and the hospital team. It is equally important to remember that every Banfield associate influences a client's experience and they should feel comfortable addressing any concerns a client may have both quickly and efficiently.

BEST PRACTICES:

• Pay attention to a client's body language and what their words and behavior are telling you about their experience. Pay similar attention to your own body language it is critical that you communicate clearly and honestly with a client that you want to listen patiently, understand completely, and resolve their concern fairly.
• Validate the client's concerns with an empathy statement and thank them for bringing the problems to our attention.
• Give the client the opportunity to voice his/her concerns without interruption or argument. Sometimes a client just wants to be heard and have their concerns validated. This alone may rectify the situation or at the very least show the client that you are willing to work towards a common result.
• Consider inviting the client into an exam room where you can discuss the issue privately
• Address the concern quickly. One of the quickest ways to establish a client's expectations is to ask them what you can do to rectify the situation. Once you have an idea of what your client wants, you can identify and offer solutions.
• If you are unable to help resolve the concern immediately, then let the client know that you would like to make your Practice Manager aware of the concern. Ask the client for some time to discuss the matter and have the PM contact them. Ensure you have valid contact information and provide an expectation for the follow up contact.

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, we 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 some of our "Meow-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 (*).