Client Service Coordinator

Client Service Coordinator (CSC)

The CSC drives the flow of clients and pets through the hospital, maximizes productivity, ensures good communication, and coordinates client care in a welcoming, friendly and efficient manner.

• 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.
• 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. This includes 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 all pet information and history in the computer, using 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 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
• Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

• Ability to multi‑task – Manages multiple tasks at one time and quickly shifts attention among tasks under distracting conditions without loss of accuracy.
• Communication skills – Reads, writes and speaks fluent English with appropriate grammar, style and vocabulary; demonstrates strong written and verbal communication.
• Organizational ability – Demonstrates a systematic approach, is orderly, and excels at cutting through confusion and restoring order.
• Problem‑solving skills – Identifies, analyzes and solves problems, translating them into practical solutions.
• Client service skills – Consistently ensures the team provides attentive, courteous and informative service, gaining personal satisfaction from delivering great service.
• Intellectual ability – Accurately and consistently follows instructions delivered orally, in writing or via diagram.
• Mathematical ability – Adds, subtracts, multiplies, divides and computes rates, ratios and percentages; converts units of measurement.
• Computer skills – Uses computer and specialized software, including Microsoft Word, Excel, Access, Outlook, etc., comfortably and confidently.

• Initiative – Shows willingness and aptitude to use discretion in finding solutions, presenting options and ideas to enhance processes.
• Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals, exhibiting honesty, discretion and sound judgment.
• Cooperativeness – Willing to work with others, collaborating and compromising when necessary and sharing relevant information promptly.
• Flexibility – Open to changing situations and opportunities, willing to perform all assigned tasks.
• Independence – Performs tasks and duties without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive, can‑do outlook, rebounds quickly from frustration and remains composed while dealing with stressful…