Client Service Coordinator

Client Service Coordinator 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.

• 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, 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 mandatory documentation, entering all pet information and history into the computer, utilizing proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing 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 using proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Perform 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 – manages multiple tasks concurrently, quickly shifts attention, and maintains accuracy under distracting conditions.
• Communication skills – reads, writes and speaks fluent English using appropriate grammar, style and vocabulary; spells commonly used English words and job-specific terms; demonstrates exceptionally strong written and verbal communication skills.
• Organizational ability – demonstrates a systematic approach, is orderly and excels at turning chaos into order.
• Problem solving skills – identifies, analyzes and solves problems; translates problems into practical solutions.
• Client service skills – consistently ensures the team provides the client with attentive, courteous and informative service; gains personal satisfaction from delivering great service.
• Intellectual ability – follows instructions accurately and consistently in oral, written or diagram format; provides directions.
• Mathematical ability – adds, subtracts, multiplies, divides, computes rate, ratio, percent; converts units of measurement.
• Computer skills – comfortably and confidently uses a computer and specialized software (Microsoft Word, Excel, Access, Outlook, etc.).

• Initiative – shows willingness and aptitude to use own discretion in finding solutions, presents options and ideas to enhance processes.
• Integrity – firmly adheres to the values and ethics of Banfield Pet Hospitals; exhibits honesty, discretion and sound judgment.
• Cooperativeness – willing to work with others, collaborating and compromising; promptly shares relevant information.
• Flexibility – open to changing situations and opportunities;…