Client Service Coordinator

Client Service Coordinator Job Summary

The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team (in terms of numbers of clients and pets), 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.

• 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, encouraging hospital visits, 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 required documentation, entering pet information and history in the computer, and ensuring prompt service.
• Assist outgoing clients by providing necessary instructions, information and 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.
• Conduct administrative functions as necessary.
• Perform other job duties as assigned.

• Quality – The consumer is our boss, quality is our work and value for money is our goal.
• Responsibility – We demand total responsibility from ourselves and support the responsibility of others.
• Mutuality – A shared benefit endures.
• 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 and profit to remain free.

• Leadership
• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• Functional Knowledge
• Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

• Ability to multi‑task; manage several tasks quickly and accurately.
• Strong written and verbal communication skills in English.
• Organizational ability to bring order to confusion.
• Problem solving skills and practical solutions.
• Consistent client service skills and personal satisfaction from service delivery.
• Accurate following of instructions, or providing directions.
• Basic mathematical ability including percentages and unit conversions.
• Comfortable with computer and specialized software (Word, Excel, Access, Outlook).

• Initiative and willingness to find solutions.
• Integrity and ethical conduct.
• Cooperativeness and collaboration.
• Flexibility in changing situations.
• Independence and ability to work without supervision.
• Resilience under stress with positive demeanor.

• Long periods at a computer.
• Confidence around pets.
• Work may require more than 40 hours including weekends and evenings.
• Physical ability to stand, walk, kneel, crouch, climb and lift up to 50 pounds.
• Good hand‑eye coordination and visual acuity for keyboard use.
• Exposure to pets that may bite or scratch and occasional anesthesia, radiation, biological hazards, and controlled substances.

• High School Diploma or equivalent preferred.
• Minimum 18 years of age for duties involving radiography and radioactive substances.
• At least one year of related experience; customer service preferred.
• Medical background (veterinary technician, healthcare, pharmaceutical) with medical terminology training preferred.

We are a drug‑free, smoke‑free, equal opportunity employer. Banfield Pet Hospital is an equal opportunity employer and complies with all applicable federal, state and local laws governing nondiscrimination in employment…