Client Service Coordinator "CSC"

Overview

Join to apply for the Client Service Coordinator "CSC" role at Banfield Pet Hospital
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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 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.

External Description and Essential Responsibilities are outlined below.

• 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 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 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 by Practice Manager to ensure internal goals are being met.

• 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 at one time with accuracy.
• Communication skills — fluent English, strong written and verbal communication.
• Organizational ability — systematic, orderly, turning confusion into order.
• Problem solving — identifies and translates problems into practical solutions.
• Client service skills — attentive, courteous and informative service.
• Intellectual ability — follows instructions accurately and can provide directions.
• Mathematical ability — basic arithmetic and unit conversions.
• Computer skills — comfortable with computers and software (e.g., Word, Excel, Outlook).

• Initiative
• Integrity
• Cooperativeness
• Flexibility
• Independence
• Resilience under stress

• Ability to work at a computer for long periods and be confident around pets.
• Work hours may exceed 40 per week, including weekends and evenings.
• Must have English reading, writing and speaking abilities.
• Moderate noise level; ambulatory requirements; ability to lift up to 50 pounds.
• Exposure to pets and potential hazards; may involve anesthesia and other hazards.

• High School Diploma or equivalent preferred.
• Must be at least 18 years old for radiography responsibilities.
• One year related experience required; customer service preferred.
• Medical background or terminology training…