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.

• 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.

• 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.

• 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

• 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.

• 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.

• Ability to work at a computer…