Client Service Coordinator

Client Service Coordinator (CSC)

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. In this role you influence clients to return and refer their friends and families.

• Live and exemplify the Five Principles of Mars, Inc. within yourself and your 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, including 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.

• Leadership:
  Customer Focus, Peer Relationships, Integrity & Trust, Action Oriented, Listening.
• Functional knowledge:
  Preventative care and Optimum Wellness Plans, Communication Skills, Client Service Skills, Priority Setting, Time Management, and relevant experience.
• Multi‑tasking:
  Ability to manage multiple tasks at one time, quickly and accurately shifting attention among tasks under distracting conditions while maintaining accuracy and a professional demeanor.
• Communication:
  Fluent in English, correct spelling, strong written and verbal communication skills, and ability to read, write, and speak using appropriate grammar, style, and vocabulary.
• Organizational ability:
  Systematic approach to carrying out assignments, orderly, and capable of turning chaos into order.
• Problem‑solving skills:
  Strong ability to identify, analyze and solve problems and translate them into practical solutions.
• Client‑service skills:
  Consistently ensures the team provides attentive, courteous and informative service to clients.
• Intellectual ability:
  Accurately and consistently follows written or oral instructions and provides directions.
• Mathematical ability:
  Ability to add, subtract, multiply and divide, compute rates, ratios and percentages, and convert units of measurement.
• Computer skills:
  Confident use of a computer and specialized software including Microsoft Word, Excel, Access, and Outlook.
• Attitudes (will do):
  Initiative, Integrity, Cooperativeness, Flexibility, Independence, and tolerance for stress with a positive, can‑do outlook.

• 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, including weekends and evenings.
• Must have mental processes for reasoning, remembering, mathematics and language used in English.
• Noise level in the work environment is moderately high.
• Requires sufficient ambulatory skills; ability to stand, walk, stoop, kneel, crouch, and climb and manipulate items up to 50 pounds.
• Requires good hand‑eye coordination, arm‑hand‑finger dexterity, and visual acuity for keyboard and equipment use.
• Exposure to a variety of pets that may bite or scratch, and occasional exposure to anesthesia, radiation, biological hazards and medication/controlled substances.