Client Service Coordinator

Client Service Coordinator

This role drives the flow of clients and pets through the hospital, maximizes productivity of the veterinary medical team, ensures effective communication, and coordinates care in a welcoming and efficient manner to encourage repeat business.

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 care in a happy, welcoming, friendly and efficient manner.

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Actively recruit new clients by promoting hospital services and routing 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 comfort in the hospital, and educating them about their pet’s health.
• Educate clients about Optimum Wellness Plans (OWPs), preventative care, pet health needs and hospital services.
• Assist incoming clients by completing required documentation, entering all pet information and history in the computer, using proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian’s instructions, selling retail products and scheduling future appointments.
• Manage the finances by maintaining accurate balances and utilizing 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 – 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
• Functional Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

• Ability to multi‑task – manage multiple tasks at one time; quickly and accurately shift attention among tasks under distracting conditions.
• Communication skills – reads, writes and speaks fluent English using appropriate grammar, style and vocabulary; demonstrates strong written and verbal communication skills.
• Organizational ability – systematic approach, orderly and able to cut through confusion.
• Problem solving skills – identify, analyze and solve problems, translate problems into practical solutions.
• Client service skills – consistently ensures team provides client with attentive, courteous and informative service.
• Intellectual ability – accurately and consistently follows instructions in oral, written or diagram format.
• Mathematical ability – add, subtract, multiply, divide, compute rate, ratio and percent; convert units of measurement.
• Computer skills – comfortably and confidently uses a computer and specialized software (Microsoft Word, Excel, Access, Outlook, etc.).

• Initiative – uses discretion to find solutions, presents options and ideas to enhance processes.
• Integrity – adheres to the values and ethics of Banfield Pet Hospitals, exhibits honesty, discretion and sound judgment.
• Cooperativeness – willing to work with others, collaborate and compromise, promptly shares relevant information.
• Flexibility – open to changing situations and opportunities, willing to perform all assigned tasks.
• Independence – able and willing to perform tasks and duties without…