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 effective communication with associates and clients, and coordinates the care of clients and pets in a friendly and efficient manner to foster client retention and referrals.

• Live and exemplify the Five Principles of Mars, Inc. within oneself and the team.
• Actively recruit new clients by promoting hospital services and route the flow of clients and pets to ensure superior client care and maximum team 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, including 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 required documentation, entering pet information and history into the computer, using proper collars and tags, and ensuring prompt service.
• Assist outgoing clients by providing instructions, invoices, dispensing prescription items as directed by the veterinarian, 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.
• Perform other duties as assigned.

• Leadership, Customer Focus, Peer Relationships, Integrity & Trust, Action Oriented, Listening.
• Functional skills:
  Preventative care and OWPs, Communication Skills, Client Service Skills, Priority Setting, Time Management.
• Ability to multi‑task and shift attention among multiple tasks quickly and accurately, even under distracting conditions.
• Strong written and verbal communication skills; reads, writes, and speaks fluent English with correct grammar, style, and vocabulary.
• Organizational ability: systematic approach to assignments, orderly, capable of turning chaos into order.
• Problem‑solving skills: identifies, analyzes, and solves problems; translates problems into practical solutions.
• Client‑service skills: provides attentive, courteous, and informative service and derives personal satisfaction from delivering great service.
• Intellectual ability: follows instructions delivered orally, in writing, or by diagram; provides directions.
• Mathematical ability: performs basic arithmetic, calculates rates, ratios, and percentages, and converts units of measurement.
• Computer skills: comfortable using Microsoft Word, Excel, Access, Outlook, and specialized software.
• Initiative, Integrity, Cooperativeness, Flexibility, Independence, Stress tolerance, and resilience.

Requires working at a computer for long periods of time and confidence around pets of various species. Client needs and workload may require more than 40 hours per week, including weekends and evenings. Must be capable of standing, walking, stooping, kneeling, crouching, climbing, and lifting up to 50 pounds. Requires good vision, hand‑eye coordination, and visual acuity for keyboard and equipment use.

Exposed to pets that may bite or scratch, 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 and exposure to radioactive substances. One year of related customer‑service experience required; a medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred.

Banfield Pet Hospital is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability.

• Comprehensive Medical, Dental,…