Client Service Coordinator

Client Service Coordinator 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, ensures good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly, and efficient manner. The CSC influences clients to return and refer their friends and families.

• 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, including 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, 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 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 – Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

• Ability to multi-task: manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions.
• Communication skills: reads, writes and speaks fluent English, using appropriate grammar and vocabulary.
• Organizational ability: demonstrates a systematic approach to carry out assignments and turns chaos into order.
• Problem solving skills: identifies, analyzes and solves problems, translating them into practical solutions.
• Client service skills: consistently ensures the team provides the client with attentive, courteous and informative service.
• Intellectual ability: accurately and consistently follows instructions delivered in oral, written or diagram format.
• Mathematical ability: performs addition, subtraction, multiplication, division and simple calculations; converts units of measurement.
• Computer skills: comfortably and confidently uses a computer and specialized software including Microsoft Word, Excel, Access, Outlook.

• Initiative – shows willingness and aptitude to use own discretion in finding solutions to problems.
• Integrity – firmly adheres to the values and ethics of Banfield Pet Hospitals.
• Cooperativeness – willing to work with others, collaborating and compromising, sharing relevant information.
• Flexibility – is open to changing situations and opportunities and performs all tasks assigned.
• Independence – able and willing to perform tasks and duties without supervision.
• Tolerance for Stress / Resiliency – maintains a positive outlook and composure while dealing with stressful situations.