Client Service Coordinator

Problem Resolution

Problem resolution is important because problems are likely to occur during client interactions. Resolving a client’s problem improves their overall experience and loyalty. The “problem” is usually a communication breakdown, not a quality issue.

Every Banfield associate influences the client’s experience and should feel comfortable addressing concerns quickly and efficiently.

• Pay attention to a client’s body language and their words and behavior.
• Validate the client’s concerns with an empathy statement and thank them for bringing the problems.
• Give the client the opportunity to voice concerns without interruption.
• Consider inviting the client into an exam room to discuss the issue privately.
• Address the concern quickly by asking what can be done to rectify the situation.
• If unable to resolve immediately, inform the client you will involve the Practice Manager and obtain contact information for follow‑up.

• Maintain a clean lobby and reception desk.
• Review the schedule during the day to provide options and say yes to client requests when possible.
• Follow up on online appointment requests promptly.
• Answer the phone with enthusiasm or empathy based on the situation.
• Relay client messages to the doctor quickly and set realistic expectations for return calls.
• Greet the client in a timely manner and acknowledge the client and pet by name.
• Use a warm greeting, friendly voice, and pleasant demeanor.
• Introduce yourself, make eye contact, and be ready to update clients on wait times or delays.
• Notify clients of any delays and offer rescheduling if necessary.
• When a client believes it is an emergency, ensure a brief exam is done to triage severity.
• Page the treatment area to announce arrival before checking the client in.
• Alert the doctor and/or vet tech to personalized client or pet information.
• Ensure the client is scheduled with the primary care provider at check‑out.
• Make sure the doctor or VA/VT reviews the exam report with the client.
• Ask the client if they have additional questions before leaving.
• Take command of difficult situations and involve the doctor or practice manager as needed.

$16.93 – $21.63 hourly, based on experience, skill level, and education.

• Comprehensive Medical, Dental, and Vision Insurance.
• Generous Retirement Plans (401(k) and Roth) with company match.
• Best‑in‑Class Student Debt Relief Program for Full‑Time DVMs.
• Paid Time Off and Holidays.
• Top‑Tier Mental Health and Well‑Being Resources.
• Associate Life Insurance (company‑paid) and Supplemental options.
• Company‑Paid Short‑ and Long‑Term Disability.
• Flexible Spending Accounts (FSA) and Health Savings Account (HSA).
• Paid Parental Leave for birth and adoption.
• Continuing Education Allowance for eligible positions.
• Backup Child and Elder Care & Family Support Resources.
• Fertility and Family Building Support.
• Digital Exercise Therapy.
• Voluntary Protection Benefits.
• Legal Plan.
• Identity Protection.
• Commuter Benefits.
• Three Free Optimum Wellness Plans for Pets.
• Exclusive Discounts on products and services.

Banfield is a community of caring people with diverse backgrounds. We are committed to creating an inclusive environment where associates can be themselves and help build a better world for pets.