Client Service Coordinator

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 happy, welcoming, friendly and efficient manner. The CSC influences 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 route 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 an efficient, well‑run hospital to support the needs of our Wellness Plan clients.
• Provide professional, efficient and exceptional service at all times, including encouraging hospital visits, welcoming clients and pets, ensuring their 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 all pet information and history in the system, using proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing all necessary 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 opening and closing procedures.
• Perform administrative functions as necessary.
• Other job duties as assigned.

• 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 simultaneously, shift attention quickly and accurately under distracting conditions.
• Communication skills: read, write and speak fluent English with appropriate grammar, style and vocabulary; demonstrate exceptionally strong written and verbal communication.
• Organizational ability: systematic approach, orderly and efficient in cutting through confusion.
• Problem‑solving skills: identify, analyze and solve problems and translate them into practical solutions.
• Client service skills: consistently ensure the team provides attentive, courteous and informative service.
• Intellectual ability: accurately and consistently follow instructions in oral, written or diagram format.
• Mathematical ability: add, subtract, multiply and divide; compute rates, ratios and percentages; convert units of measurement.
• Computer skills: comfortable and confident using Microsoft Word, Excel, Access, Outlook, and specialized software.

• Initiative: willingness and aptitude to use discretion to find solutions and present options.
• Integrity: honesty, discretion and sound judgment aligned with Banfield values.
• Cooperativeness: willingness to work with others, collaborate, compromise and promptly share relevant information.
• Flexibility: open to changing situations and willing to perform all assigned tasks.
• Independence: ability to perform tasks and duties without supervision.
• Tolerance for Stress: maintain a positive “can‑do” outlook, rebound quickly from frustrations and maintain composure while dealing with stressful situations.

Work at a computer for long periods of time; confident around pets (dogs, cats, birds, reptiles, etc.); need more than 40 hours per week, including weekends and evenings. Must possess mental processes for reasoning, remembering, mathematics and language ability (reading, writing, speaking English). The noise level in the work environment is moderately high. Requires ambulatory skills: stand, walk, stoop, kneel, crouch, climb;

manipulate (lift, carry, move) up to 50 pounds; good hand‑eye coordination, arm‑hand‑finger dexterity, visual acuity (close, distance, color, peripheral, depth, focus). Routine exposure to…