Client Service Coordinator

Overview

Client Service Coordinator - 005314 at Banfield Pet Hospital

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 welcoming and efficient manner, influencing clients to return and refer friends and family.

• 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 wellness plan clients.
• Provide professional, efficient and exceptional service at all times, 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 required documentation, entering pet information and history in the computer, using proper identification, and ensuring prompt service.
• Assist outgoing clients by providing instructions, information and invoices, dispensing prescriptions per the veterinarian's instructions, selling retail products, and scheduling future appointments.
• Manage finances by maintaining accurate balances and following 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
• 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 without loss of accuracy or appearance of frustration.
• Communication skills:
  Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary; correctly spells commonly used English words and job specific terms; demonstrates strong written and verbal communication skills.
• Organizational ability:
  Demonstrates a systematic approach in carrying out assignments; is very orderly and excels at turning confusion into order.
• Problem solving skills:
  Identifies, analyzes and solves problems; translates problems into practical solutions.
• Client service skills:
  Ensures the team provides attentive, courteous and informative service; gains personal satisfaction from delivering great service.
• Intellectual ability:
  Follows instructions delivered in oral, written or diagram format; can provide directions.
• Mathematical ability:
  Basic arithmetic as required.

• Entry level

• Full-time

• Business Development and Sales
• Industries:
  Veterinary Services