Client Service Representative

Job Title

The Client Service Coordinator ("CSC").

• 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, encouraging hospital visits, welcoming clients and pets, ensuring they are comfortable, 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 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.

• 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.
• Communication Skills.
• Client Service Skills.
• Priority Setting.
• Time Management.
• Capabilities and Experience (Can Do):
• Ability to multi‑task.
• Communication skills – Reads, writes and speaks fluent English.
• Organizational ability – Demonstrates a systematic approach.
• Problem solving skills – Demonstrates a strong ability to identify, analyze and solve problems.
• Client service skills – Consistently ensures the team provides the client with attentive, courteous and informative service.
• Intellectual ability – Accurately follows instructions.
• Mathematical ability – Ability to add, subtract, multiply and divide, compute rate, ratio and percent; convert units.
• Computer skills – Comfortably uses a computer and specialized software such as Microsoft Word, Excel, Access, Outlook.

• Initiative – Willingness to find solutions to problems and present options and ideas to enhance current processes.
• Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals.
• Cooperativeness – Willing to work with others, collaborating and compromising when necessary.
• Flexibility – Open to changing situations and opportunities.
• Independence – Able and willing to perform tasks and duties without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive outlook, rebounds quickly from frustrations and maintains composure while dealing with stressful situations.

• Ability to work at a computer for long periods of time.
• Confidence around pets (dogs, cats, birds, reptiles, etc.).
• Work may require more than 40 hours per week; special hours including weekends and evenings.
• Ability to stand, walk, stoop, kneel, crouch, climb, and lift up to 50 pounds.
• Requires good hand‑eye coordination, arm‑hand‑finger dexterity, and visual acuity for keyboard and equipment operation.
• Specific vision abilities: close vision, distance vision, color vision, peripheral vision, depth perception, focus adjustment.

• High School Diploma or equivalent preferred.
• Must be at least 18 years old to perform duties involving radiography (x‑ray) and exposure to radioactive substances.
• One year related experience required with customer service…