Client Services Coordinator

Job Purpose and Function The Client Service Coordinator 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. The Coordinator influences 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, including welcoming clients and pets, ensuring they are comfortable, 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 all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service. Assist outgoing clients by providing necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments. Manage 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 and Competencies Leadership Customer Focus Peer Relationships Integrity & Trust Action Oriented Listening Functional Knowledge Preventative Care and OWP 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 shifts attention among them accurately without frustration. Communication skills – reads, writes and speaks fluent English with appropriate grammar, style and vocabulary, and demonstrates strong written and verbal communication skills. Organizational ability – systematic approach, orderly and excels at turning chaos into order. Problem solving skills – identifies, analyzes and solves problems, translates problems into practical solutions. Client service skills – consistently ensures the team provides attentive, courteous and informative service. Intellectual ability – accurately follows instructions in oral, written or diagram format and can provide directions. Mathematical ability – adds, subtracts, multiplies, divides, computes rate, ratio and percent, and converts units of measurement. Computer skills – confidently uses a computer and specialized software, including Microsoft Word, Excel, Access and Outlook. Attitudes (Will Do) Initiative – takes own discretion to find solutions, presents options and ideas, and takes on additional responsibility. Integrity – adheres to the values and ethics of Banfield Pet Hospitals and exhibits honesty and sound judgment. Cooperativeness – willing to work with others, collaborates, compromises and shares information promptly. Flexibility – open to changing situations and opportunities and willing to perform all assigned tasks. Independence – performs tasks and duties without supervision. Tolerance for Stress – maintains a positive outlook, rebounds quickly from frustrations and remains composed in stressful situations. 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 require more than 40 hours per week, including weekends and evenings. Requires mental processes for reasoning, remembering, mathematics and language ability in English. Noise level is moderately high. Requires sufficient ambulatory skills for moving while at hospital. Ability to stand, walk, stoop, kneel, crouch, and climb as well as lift, carry, move up to 50 pounds. Requires good hand‑eye coordination, arm‑hand‑fingers dexterity and visual acuity for keyboard and equipment operation. Experience, Education and/Or Training High School Diploma or equivalent preferred. Must be at least 18 years old for duties involving radiography 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 preferred. Equal Opportunity Statement WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER. Pay Range The pay range for this role is $16.16–$20.66 per hour. The specific rate is determined based on the candidate’s experience, skill level, and education. Benefits Comprehensive Medical, Dental, and Vision Insurance. Generous Retirement Plans (401(k) and Roth) with company match. Student Debt Relief Program for full‑time DVMs. Paid Time Off and Holidays. Mental Health and Well‑being Resources including free coaching and counseling. Associate Life Insurance (company‑paid) and optional supplemental life insurance. Short‑ and Long‑Term Disability insurance (company‑paid). Flexible Spending Account (FSA). Health Savings Account (HSA). Paid Parental Leave for birth and adoption. Continuing Education Allowance (eligible positions). Backup Child and Elder Care & Family Support Resources. Fertility and Family Building Support. Digital Exercise Therapy program. Optional Protection Benefits for hospital stays, critical illness and accidents. Legal Plan for a wide range of legal needs. Identity Protection against suspicious activity. Commuter Benefits. Three Free Optimum Wellness Plans for pets. Exclusive Discounts on products and services. #J-18808-Ljbffr