Full Time Client Service Coordinator

Client Service Coordinator (CSC)

The CSC is responsible for creating an exceptional client experience while ensuring the efficient flow of pets and clients through the hospital. The role supports hospital productivity, promotes preventive care and wellness plans, and helps drive client loyalty and referrals.

Core Responsibilities

• Deliver professional, friendly, and efficient service at all times.
• Welcome clients and pets and ensure a positive hospital experience.
• Educate clients about Optimum Wellness Plans (OWPs), preventive care, pet health needs, and hospital services.
• Support efficient scheduling and client flow.
• Maximize the number of pets seen by the hospital team.
• Obtain and enter accurate patient histories and information.
• Ensure proper patient identification and documentation.
• Provide discharge instructions and invoice explanations.
• Schedule follow-up and future appointments.
• Communicate clearly with clients and hospital associates.
• Process payments accurately.
• Maintain proper opening and closing cash procedures.
• Complete administrative tasks as needed.
• Support hospital revenue through service and product recommendations.

Mars Five Principles

CSCs are expected to model:

• Quality Deliver exceptional care and value.
• Responsibility Take ownership and support others.
• Mutuality Create shared benefits.
• Efficiency Use resources wisely.
• Freedom Support the hospital's long-term success.

Key Competencies

Leadership

• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Orientation
• Listening

Functional Skills

• Preventive Care and Wellness Plans
• Communication
• Client Service
• Priority Setting
• Time Management

Critical Success Factors

• Multitasks effectively in a fast-paced environment.
• Maintains excellent communication skills.
• Stays organized and prioritizes work efficiently.
• Solves problems independently.
• Delivers outstanding client service.
• Demonstrates initiative and accountability.
• Remains positive and resilient during stressful situations.
• Works collaboratively with the medical team.

Experience & Qualifications

• High School Diploma or equivalent preferred.
• One year of customer service experience required.
• Veterinary, healthcare, or medical terminology experience preferred.
• Strong computer skills, including Microsoft Office applications.

What Success Looks Like

• Provides exceptional client service.
• Promotes wellness plans and preventive care.
• Maintains accurate records and financial transactions.
• Keeps schedules flowing efficiently.
• Communicates proactively with clients and the medical team.
• Demonstrates the Five Principles in daily interactions.

For your CSC team, the job description ultimately emphasizes client experience, communication, efficiency, preventive care promotion, organization, and teamwork as the primary drivers of success.

The pay range for this role is $15.00 - $18.69 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.

• 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 (*).