Client Service Coordinator

Client Service Coordinator

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 friendly and efficient manner, influencing 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.
• 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, welcoming clients and pets 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, and using proper collars and tags for identification.
• Assist outgoing clients by providing 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 following proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Other job duties as assigned.

• Quality – The consumer is our boss, and quality is our work and value for money is our goal.
• Responsibility – As individuals, we demand total responsibility from ourselves and support the responsibility of others.
• Mutuality – A mutual benefit is a shared benefit that endures.
• Efficiency – We use resources fully, waste nothing, and excel at what we do best.
• Freedom – We need freedom to shape our future and profit to remain free.

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

• Ability to multi‑task:
  Manage multiple tasks at one time, quickly and accurately shifting attention among them without loss of accuracy or frustration.
• Communication skills:
  Reads, writes and speaks fluent English with appropriate grammar and vocabulary; spells commonly used words correctly and demonstrates strong written and verbal communication.
• Organizational ability:
  Demonstrates a systematic approach in carrying out assignments and excels at turning confusion into order.
• Problem‑solving skills:
  Identifies, analyzes and solves problems, translating them into practical solutions.
• Client service skills:
  Consistently ensures the team provides attentive, courteous and informative service, deriving personal satisfaction from delivering great service.
• Intellectual ability:
  Follows instructions delivered in oral, written or diagram format accurately.
• Mathematical ability:
  Adds, subtracts, multiplies, divides and computes rates, ratios and percentages; converts units of measurement.
• Computer skills:
  Uses a computer and specialized software confidently; proficient in Microsoft Word, Excel, Access and Outlook.

• Initiative – Willing to use discretion to find solutions, present options, and enhance processes.
• Integrity – Adheres to the values and ethics of Banfield, exhibiting honesty, discretion and sound judgment.
• Cooperativeness – Works with others, collaborates, compromises, and shares relevant information promptly.
• Flexibility – Open to changing situations 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 keeps a friendly demeanor in stressful situations.

• Work at a computer for long periods.
• Confident around pets (dogs, cats, birds, reptiles, etc.).
• Work may…