Client Service Coordinator

Client Service Coordinator

Banfield Pet Hospitals invites Applicants to work in a team environment that offers a clear career path. The Client Service Coordinator (CSC) drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team, ensures excellent communication with associates and clients, and coordinates client and pet care to promote a welcoming and efficient environment that encourages repeat visits and referrals.

The Client Service Coordinator manages the day‑to‑day operations of the hospital client flow. Responsibilities include actively recruiting new clients, routing clients and pets, maintaining accurate financials, performing administrative tasks, and ensuring all patients receive professional, warm service that reflects Banfield’s Five Principles.

• 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 team through efficient operations, supporting wellness plan clients.
• Provide professional, efficient and exceptional service at all times: 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 required documentation, entering pet information and history into the computer, using proper collars and tags, and ensuring prompt service.
• Assist outgoing clients by providing instructions, information, invoices, dispensing prescription items per the veterinarian’s instructions, selling retail products, and scheduling future appointments.
• Manage finances by maintaining accurate balances and performing proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Other duties as assigned.

• Quality – The consumer is our boss; quality is our work; and value for money is our goal.
• Responsibility – Each associate demands total responsibility from themselves and supports the responsibility of others.
• Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.
• Efficiency – We use resources fully, waste nothing, and do only what we can do best.
• Freedom – We need freedom to shape our future; we need profit to remain free.

• Competencies
  • Leadership
    • Customer focus
    • Peer relationships
    • Integrity & Trust
    • Action oriented
    • Listening
  • Functional
    • Preventative care and OWPs
    • Communication skills
    • Client service skills
    • Priority setting
    • Time management capability and experience
  • Communication skills – Reads, writes and speaks fluent English, uses appropriate grammar, style and vocabulary, and demonstrates strong written and verbal communication.
  • Organizational ability – Systematic approach, orderly, cuts through confusion.
  • Problem‑solving skills – Identifies, analyzes and solves problems; translates problems into practical solutions.
  • Client service skills – Consistently delivers attentive, courteous and informative service, seeking satisfaction from great service.
  • Intellectual ability – Follows instructions in oral, written or diagram format and can provide directions.
  • Mathematical ability – Adds, subtracts, multiplies and divides; computes rates, ratios and percentages; converts units.
  • Computer skills
    • Microsoft Word, Excel, Access, Outlook, etc.
• Attitudes (will do)
  • Initiative – uses discretion to find solutions, presents ideas and enhances processes.
  • Integrity – adheres to Banfield’s values and ethics, exhibiting honesty and judgment.
  • Cooperativeness – works with others, collaborates and shares information.
  • Flexibility – open to changing situations and performs all assigned tasks.
  • Independence – performs duties without supervision.
  • Tolerance for stress / resiliency – maintains a positive outlook, maintains composure in stressful situations.
• Special Working Conditions
  • Work at a computer for long periods.
  • Be confident around all pets.
  • Expect more than 40 hours per week and irregular hours, including…