Client Service Coordinator

Client Service Coordinator

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 friendly and efficient manner, influencing 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, welcoming clients and pets, ensuring they are comfortable, 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 pet information and history in the computer, utilizing proper collars and tags, and ensuring prompt service.
• Assist outgoing clients by providing instructions, invoices, dispensing prescription items, selling retail products, and scheduling future appointments.
• Manage finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Other job duties as assigned.

• 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 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, maintains order, and cuts through confusion turning chaos into order.
• Problem solving skills: identifies, analyzes and solves problems; translates problems into practical solutions.
• Client service skills: consistently ensures team provides the client with attentive, courteous and informative service; gains personal satisfaction from delivering great service.
• Intellectual ability: accurately follows instructions and provides directions.
• Mathematical ability: performs basic calculations, rate, ratio and percent; converts units of measurement.
• Computer skills: proficient in Microsoft Word, Excel, Access, Outlook and related software.

• Initiative: uses discretion to find solutions, presents options and ideas to enhance processes, takes on additional responsibilities.
• Integrity: adheres to the values and ethics of Banfield Pet Hospitals, exhibits honesty, discretion and sound judgment.
• Cooperativeness: works with others, collaborates, compromises, promptly shares relevant information.
• Flexibility: open to changing situations and opportunities, performs all assigned tasks.
• Independence: performs duties without supervision.
• Tolerance for Stress/Resiliency: maintains a positive outlook, rebounds quickly from frustrations, remains composed and friendly during stressful situations.

• Ability to work at a computer for long periods of time.
• Confidence around pets (dogs, cats, birds, reptiles, etc.).
• Work may require more than 40 hours per week; includes weekends and evenings.
• Requires mental processes for reasoning, remembering, mathematics and language ability.
• Noise level is moderately high.
• Requires ambulatory skills for duties within the hospital.
• Ability to stand, walk, stoop, kneel, crouch, climb, and lift up to 50 pounds.
• Requires good hand‑eye coordination and visual acuity for keyboard and equipment use.
• Exposure to pets that may…