Banfield Pet Hospital - Client Service Coordinator

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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. 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 routing 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 comfort, and educating them about their pet's health.
• Educate clients about Optimum Wellness Plans, preventive care, pet health needs and hospital services.
• Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, 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 utilizing proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Other job duties as assigned.

• 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 Functional
• Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

• Ability to multi-task quickly and accurately under distracting conditions.
• Strong communication skills in written and verbal English.
• Organizational ability to carry out assignments systematically.
• Problem solving skills to identify, analyze and solve problems and translate them into practical solutions.
• Client service skills to ensure the team provides attentive, courteous and informative service.
• Intellectual ability to follow instructions delivered in oral, written or diagram format.
• Mathematical ability to perform basic operations and convert units.
• Computer skills: comfortable using Microsoft Word, Excel, Access, Outlook and specialized veterinary software.

• Initiative – willingness to use discretion and propose solutions.
• Integrity – adheres to the values and ethics of Banfield Pet Hospitals.
• Cooperativeness – willing to collaborate and share information.
• Flexibility – open to changing situations and willing to perform all tasks assigned.
• Independence – able to work without supervision.
• Tolerance for stress – maintains composure during stressful situations.

• Work at a computer for long periods.
• Confidence around pets.
• Client needs may require more than 40 hours per week and include weekends and evenings.
• Must be able to reason, remember, perform mathematics and use language proficiently.
• Noise level moderately high.
• Ability to stand, walk, stoop, kneel, crouch, climb, and manipulate up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity, and visual…