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 effective communication with associates and clients, and coordinates the care of clients and pets in a friendly and efficient manner to encourage repeat visits and referrals.

• Live and exemplify the Five Principles of Mars, Inc. within yourself and the team.
• Actively recruit new clients by promoting hospital services and route clients and pets to ensure superior client care and maximum productivity.
• Maximize the number of pets seen by the hospital team through efficient operation of the hospital to support wellness plan clients.
• Provide professional, efficient, and exceptional service at all times, including welcoming clients and pets, ensuring comfort, and educating them about pet health.
• Educate clients about Optimum Wellness Plans, preventative care, pet health needs, and hospital services.
• Assist incoming clients by completing documentation, entering pet information and history into the computer, applying proper identification, 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 following proper opening and closing procedures.
• Perform administrative functions as necessary.
• Execute other job duties as assigned.

• Quality – The consumer is our boss; quality is our work; value for money is our goal.
• Responsibility – Individuals demand total responsibility; associates support others’ responsibility.
• Mutuality – A shared benefit endures.
• Efficiency – Use resources fully, waste nothing, and do only what we can do best.
• Freedom – Shape our future and maintain freedom through profitability.

• 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 – manage multiple tasks simultaneously without loss of accuracy.
• Communication skills – read, write, and speak fluent English with correct grammar and strong verbal communication.
• Organizational ability – systematic approach, orderliness, and turning chaos into order.
• Problem solving skills – identify, analyze, and solve problems with practical solutions.
• Client service skills – consistently provide attentive, courteous, and informative service.
• Intellectual ability – follow instructions delivered orally, in writing, or in diagram form.
• Mathematical ability – perform basic arithmetic, compute rates, ratios, percents, convert units.
• Computer skills – comfortable and confident use of computer and specialized software (Microsoft Word, Excel, Access, Outlook, etc.).

• Initiative – use discretion to find solutions, present options, and enhance processes.
• Integrity – adhere to Banfield values, exhibit honesty, discretion, and sound judgment.
• Cooperativeness – collaborate, share information, and work with others.
• Flexibility – open to changing situations and willing to perform assigned tasks.
• Independence – perform tasks without supervision.
• Tolerance for Stress/Resiliency – maintain a positive outlook, rebound from frustrations, and remain calm in stressful situations.

• Work at a computer for long periods; confident around pets (dogs, cats, birds, reptiles, etc.).
• Client volume may require more than 40 hours per week; position requires weekends and evenings.
• Reasoning, remembering, mathematics, and language ability (reading, writing, speaking English). Must understand and use medical terminology.
• Moderately high noise level.
• Ambulatory skills to stand, walk, stoop, kneel, crouch, and lift up to 50 pounds.
• Good hand‑eye coordination, arm‑hand‑finger dexterity, and visual acuity for keyboard use.
• Exposure to pets that may bite or scratch; occasional exposure to…