Client Service Representative

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 good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, 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 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 the needs of our wellness plan clients.
• Provide professional, efficient and exceptional service at all times. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, 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 all pet information and history in the computer, utilizing 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 the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Other job duties as assigned.

Every associate including the CSC has an important contribution to make to the veterinary team. We’re looking for CS Cs who are dedicated to their work, have a positive attitude and use our Five Principles:

• 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 a shared benefit; 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.

• Leadership
• 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 – Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Communication skills – Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary. Demonstrates strong written and verbal communication skills.
• Organizational ability – Demonstrates a systematic approach in carrying out assignments and excels at turning chaos into order.
• Problem solving – Identifies, analyzes and solves problems; translates problems into practical solutions.
• Client service skills – Delivers attentive, courteous and informative service; gains satisfaction from delivering great service.
• Intellectual ability – Follows instructions delivered in oral, written or diagram format and can provide directions.
• Mathematical ability – Performs basic math and unit conversions as needed.
• Computer skills – Proficient with computers and common software (e.g., Word, Excel, Outlook).

• Initiative
• Integrity
• Cooperativeness
• Flexibility
• Independence
• Tolerance for Stress / Resiliency

• Ability to work at a computer for long periods of time.
• Ability to be confident around pets (dogs, cats, birds, reptiles, etc.).
• Client needs and work volume may require more than 40 hours per week; includes weekends and evenings.
• Must have mental processes for reasoning,…