Client Service Coordinator

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, efficient manner. The CSC influences clients to return and refer their friends and families by delivering a high-quality, welcoming experience.

• Live and exemplify the Five Principles within self and team.
• Actively recruit new clients by promoting hospital services and routing clients and pets to ensure superior client care and maximum productivity.
• Maximize the number of pets seen by the hospital team through efficient, productive workflow for wellness plan clients.
• Provide professional, efficient, and exceptional service at all times, welcoming clients and pets, ensuring comfort, and educating them about their pet's health.
• Educate clients about Optimum Wellness Plans, preventive care, pet health needs, and hospital services.
• Assist incoming clients by completing documentation, entering pet information and history, using proper identification, and ensuring prompt service.
• Assist outgoing clients by providing instructions, information, invoices; dispensing prescriptions, selling retail products, and scheduling future appointments.
• Manage finances with accurate balances and proper opening/closing procedures.
• Conduct administrative functions as necessary.
• Perform 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 shared; 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.

• Competencies
  • Leadership
  • Customer Focus
  • Peer Relationships
  • Integrity & Trust
  • Action Oriented
  • Listening
  • Functional
  • Preventative care and OWPs
  • Communication Skills
  • Client Service Skills
  • Priority Setting
  • Time Management
• Capabilities and Experience (Can Do)
  • Ability to multi-task: manage multiple tasks at once, shifting attention accurately under distracting conditions.
  • Communication skills – fluent English (reads, writes, speaks). Strong written and verbal communication.
  • Organizational ability – systematic, orderly, turns chaos into order.
  • Problem solving – identify, analyze, solve problems and translate into practical solutions.
  • Client service skills – ensure attentive, courteous, informative service; personal satisfaction from delivery.
  • Intellectual ability – follows instructions accurately (oral, written, diagram).
  • Mathematical ability – arithmetic, rates, ratios, percentages, unit conversion.
  • Computer skills – comfortable with Microsoft Word, Excel, Access, Outlook, and specialized software.
• Attitudes (Will Do)
  • Initiative – willingness to take appropriate steps, present options, assume additional responsibility.
  • Integrity – adheres to Banfield values and ethics; honest, discreet, sound judgment.
  • Cooperativeness – works with others, collaborates, compromises, shares information promptly.
  • Flexibility – open to changing situations, performs assigned tasks.
  • Independence – performs duties without supervision.
  • Tolerance for Stress / Resiliency – maintains positive outlook, composure in stressful situations.

• Work at a computer for long periods.
• Confidence around pets (dogs, cats, birds, reptiles, etc.).
• Position is for weekend support.
• Requires mental processes for reasoning, memory, mathematics, and language.
• Moderately high noise level.
• Adequate ambulatory skills to perform duties while at the hospital.
• Ability to stand, walk, stoop, kneel, crouch, climb and lift up to 50 pounds.
• Requires good hand-eye coordination, dexterity, visual acuity for keyboard and equipment.
• Exposure to pets (possible bites/scratches) and sometimes anesthesia, radiation, biological hazards, medication/controlled…