Client Service Coordinator

Overview

The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team (in terms of numbers of clients and pets), 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.

• Leadership
• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• Functional
• Preventative care and OWPs
• Position Description Client Service Coordinator
• 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. Correctly spells commonly used words and job-specific terms. Demonstrates exceptionally strong written and verbal communication skills.
• Organizational ability – Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at turning confusion into order.
• Problem solving skills – Identifies, analyzes and solves problems and translates problems into practical solutions.
• Client service skills – Consistently ensures the team provides attentive, courteous and informative service.
• Intellectual ability – Follows instructions delivered in oral, written or diagram format and can provide directions.
• Mathematical ability – Performs basic arithmetic and can compute rate, ratio and percent; can convert units of measurement.
• Computer skills – Uses a computer and specialized software (e.g., Microsoft Word, Excel, Access, Outlook).

• Initiative – Uses own discretion to find solutions and takes on additional responsibility when needed.
• Integrity – Adheres to values and ethics of Banfield Pet Hospitals; shows honesty and sound judgment.
• Cooperativeness – Willing to work with others and share information.
• Flexibility – Open to changing situations and tasks.
• Independence – Able to perform tasks without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive attitude and composure in stressful situations.

• Ability to work at a computer for long periods.
• Comfort around pets (dogs, cats, birds, reptiles, etc.).
• May require more than 40 hours per week, including weekends and evenings.
• Must have reasoning, memory, mathematics and language abilities in English.
• Moderately high noise level in the work environment.
• Ambulatory ability to perform duties at the…