Client Service Coordinator

Overview

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Client Service Coordinator (CSC)

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 welcoming and efficient manner, influencing clients to return and refer others.

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Actively recruit new clients by promoting hospital services and route 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 wellness plan clients.
• Provide professional, efficient and exceptional service at all times, including encouraging hospital visits, welcoming clients and pets, ensuring comfort, 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 the required documentation, entering pet information and history, and ensuring prompt service.
• Assist outgoing clients by providing instructions, invoices, dispensing prescriptions per veterinarian s instructions, selling retail products and scheduling future appointments.
• Manage finances by maintaining accurate balances and using proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Other duties as assigned.

• Quality – The consumer is our boss, quality is our work and value for money is our goal.
• Responsibility – We demand total responsibility from ourselves and support others.
• Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.
• Efficiency – We use resources to the full and do only what we can do best.
• Freedom – We need freedom to shape our future; we need profit to remain free.

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

• Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

• Ability to multi-task and manage multiple tasks with accuracy under distractions.
• Communication skills in English; strong written and verbal abilities.
• Organizational ability; systematic approach to assignments.
• Problem solving; translate problems into practical solutions.
• Client service skills; deliver attentive and courteous service.
• Intellectual ability; follow instructions; provide directions.
• Mathematical ability; basic arithmetic and unit conversion.
• Computer skills; proficient with Microsoft Word, Excel, Outlook, etc.

• Initiative; discretionary problem-solving and process improvement.
• Integrity; adherence to values and ethics.
• Cooperativeness; collaboration and information sharing.
• Flexibility; adapt to changing situations.
• Independence; work without supervision.
• Tolerance for stress / resiliency; maintain composure in stressful situations.

• Computer use for extended periods; comfortable around pets.
• Hours may exceed 40 per week including weekends and evenings.
• Reasoning, memory, math and language abilities in English required; moderate noise level.
• Ambulatory ability to perform duties at hospital; ability to stand, walk, bend and lift up to 50 pounds; good hand-eye coordination.
• Exposure to pets, potential bites or scratches, anesthesia, radiation, biological hazards and medication/controlled substances.

• High School Diploma or equivalent preferred.
• Must be at least 18 years old to perform duties involving radiography (x-ray) and exposure to radioactive substances.
• One year related experience required with customer service preferred.
• Medical background and terminology training is preferred.