Client Service Coordinator

Job Summary

The Client Service Coordinator (CSC) 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 happy, welcoming, friendly and efficient manner to influence client retention and referrals.

• 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 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, 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; value for money is our goal.
• Responsibility – Demand total responsibility from ourselves and support the responsibility of others.
• Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.
• Efficiency – Use resources to the full, waste nothing, and do only what we can do best.
• Freedom – Need freedom to shape our future; need profit to remain free.

• Leadership:
  Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• Functional Preventative care and OWPs (Optimum Wellness Plans)
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

• Ability to multi‑task and shift attention under distracting conditions without loss of accuracy.
• Excellent written and verbal English communication skills.
• Organizational ability: systematic approach, orderliness, and ability to turn chaos into order.
• Problem‑solving skills: identify, analyze, and solve problems with practical solutions.
• Client service skills: consistently deliver attentive, courteous, and informative service.
• Intellectual ability: follow instructions accurately and provide directions.
• Mathematical ability: compute rates, ratios, percentages, and convert units of measurement.
• Computer skills: comfortable with Microsoft Word, Excel, Access, Outlook, and specialized software.

• Initiative: use discretion to find solutions and present options to enhance processes.
• Integrity: adhere to the values and ethics of Banfield.
• Cooperativeness: collaborate and share information promptly.
• Flexibility: open to changing situations and willing to perform all assigned tasks.
• Independence: perform tasks without supervision.
• Tolerance for Stress / Resiliency: maintain a positive outlook and composure in stressful situations.

Work at a computer for long periods; be confident around pets; may require more than 40 hours per week, including weekends and evenings; physical requirements include standing, walking, stooping, kneeling, crouching, climbing, and handling up to 50 pounds. Must adapt to moderate noise levels, animal exposure (bite or scratch), and occasional exposure to anesthesia, radiation, biological hazards, and medication/controlled substances. Must possess mental processes for reasoning, remembering, mathematics, and language ability (reading, writing, and speaking English).

Must be at least 18…