Client Service Coordinator

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 friendly, efficient manner, influencing clients to return and refer friends and families.

• Live and exemplify the Five Principles of Mars, Inc.
• 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 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 history in the computer, using proper collars and tags, and ensuring prompt service.
• Assist outgoing clients by providing instructions, 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 duties as assigned.

• Quality – The consumer is our boss, quality is our work and value for money is our goal.
• Responsibility – Demand total responsibility from ourselves; as associates, support the responsibility of others.
• Mutuality – A shared benefit that endures.
• Efficiency – Use all resources fully, waste nothing, and do only what we can do best.
• Freedom – Shape our future freely and earn profit to remain free.

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

• Ability to multi‑task, managing multiple tasks simultaneously, shifting attention quickly under distracting conditions.
• Excellent communication skills: fluent English, strong written and verbal skills, proper grammar and vocabulary.
• Strong organizational ability, orderly approach, cutting through confusion.
• Problem solving skills: identify, analyze and solve problems, translating them into practical solutions.
• Client service skills: consistently provide attentive, courteous, informative service.
• Intellectual ability: accurately follow instructions presented orally, in writing, or via diagram.
• Mathematical ability: add, subtract, multiply, divide, compute rates, ratios, percentages, and convert units.
• Computer skills: confident use of computer and specialized software such as Microsoft Word, Excel, Access, Outlook.

• Initiative: use discretion to find solutions and present options to improve processes.
• Integrity: adhere to Banfield’s values and ethics, exhibit honesty and sound judgment.
• Cooperativeness: work with others, collaborate and compromise, share relevant information promptly.
• Flexibility: open to changing situations and willing to perform all assigned tasks.
• Independence: perform tasks without supervision.
• Tolerance for Stress / Resiliency: maintain a positive outlook, rebound quickly, and keep a friendly demeanor in stressful situations.

Work at a computer for long periods; confident around pets (dogs, cats, birds, reptiles, etc.). Work may require more than 40 hours per week, including weekends and evenings. Must have mental processes for reasoning, remembering, mathematics and language ability. Noise level moderate. Requires ambulatory skills: stand, walk, stoop, kneel, crouch, climb, and lift up to 50 pounds. Requires good hand‑eye coordination, dexterity to grasp, and visual acuity for keyboard use.

High…