Client Service Representative

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, influencing clients to return and refer their friends and families.

• Actively recruit new clients by promoting hospital services and routing 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 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 the 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.

• Leadership
• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• 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 shifting attention among tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Communication skills: reads, writes, and speaks fluent English, with appropriate grammar, style and vocabulary; demonstrates exceptionally strong written and verbal communication skills.
• Organizational ability: demonstrates a systematic approach in carrying out assignments, is orderly and excels at cutting through confusion and turning chaos into order.
• 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 and consistently follows instructions delivered in an oral, written or diagram format.
• Mathematical ability: can add, subtract, multiply, divide, compute rates, ratios and percentages, and convert units of measurement.

• Initiative: shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems and presenting options and ideas to enhance current processes or procedures; takes on additional responsibility when needed.
• 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 where necessary; promptly shares relevant information.
• Flexibility: open to changing situations and opportunities, and willing to perform all tasks assigned.
• Independence: able and willing to perform tasks and duties without supervision.
• Tolerance for Stress / Resiliency: maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.

• Ability to work at a computer for long periods of time.
• Confidence around pets (dogs, cats, birds, reptiles, etc.).
• Client needs and work volume may often require more than 40 hours per week; this position requires special hours including working weekends and evenings.
• Must have…