Client Service Representative

SUMMARY OF JOB PURPOSE AND FUNCTION

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 client and pet numbers, ensures good communication with associates and clients, coordinates the care of clients and pets in a happy, welcoming, friendly, and efficient manner, and influences clients to return and refer their friends and families.

• Live and exemplify the Five Principles of Mars, Inc. within yourself and the team.
• 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, welcoming clients and pets, ensuring their comfort 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 required documentation, entering pet information and histories into the computer, using proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing all necessary instructions, information, invoices, dispensing prescription items per the veterinarian's instructions, selling retail products, and scheduling future appointments.
• Manage finances by maintaining accurate balances and operating proper opening and closing procedures.
• Conduct necessary administrative functions.
• Other duties as assigned.

• Leadership
• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• Functional
• Preventative Care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

• Multi-tasking: manage multiple tasks simultaneously without loss of accuracy.
• Communication skills: read, write, and speak fluent English using correct grammar and vocabulary; strong written and verbal communication.
• Organizational ability: systematic approach, orderly, can turn chaos into order.
• Problem solving skills: identify, analyze, and solve problems; translate into practical solutions.
• Client service skills: consistently deliver attentive, courteous, informative service.
• Intellectual ability: follow instructions reliably.
• Mathematical ability: basic arithmetic, rates, ratios, percentages, unit conversion.
• Computer skills: comfortable with Microsoft Office and other specialized software.

• Initiative
• Integrity
• Cooperativeness
• Flexibility
• Independence
• Stress tolerance & resilience

• Ability to work at a computer for long periods.
• Comfortable around pets (dogs, cats, birds, reptiles, etc.).
• Work may exceed 40 hours per week; includes weekends and evenings.
• Reasoning, memory, mathematics, language skill requirements.
• Moderate noise level.
• Ambulatory skills to stand, walk, stoop, kneel, crouch, climb.
• Lift up to 50 pounds.
• Good hand‑eye coordination, dexterity, and visual acuity for keyboard use.
• Vision requirements: close, distance, color, peripheral, depth perception, focus adjustment.
• Exposure to pets, anesthesia, radiation, hazardous substances, medication/controlled substances.

• High School Diploma or equivalent preferred.
• Must be at least 18 years old for duties involving radiography and radioactive substances.
• Minimum one year related customer service experience preferred.
• Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred.

$15.00 - $18.69 per hour, adjusted based on candidate’s experience, skill level, education, and location.

• Comprehensive Medical, Dental, and Vision Insurance
• Generous 401(k) and Roth retirement plans with company match
• Student Debt Relief Program for full‑time DVMs
• Paid Time Off and Holidays
• Mental Health and Wellbeing resources, including coaching and counseling
• Associate Life…