Client Service Coordinator

Client Service Coordinator

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 between associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly and efficient manner to influence repeat visits and referrals.

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Actively recruit new clients by promoting hospital services and directing the flow of clients and pets for superior client care and maximum productivity of the veterinary medical team.
• Maximize the number of pets seen by the hospital team by maintaining a productive and efficiently run hospital to support wellness plan clients.
• Provide professional, efficient, and exceptional service at all times. Encourage hospital visits, welcome clients and pets, ensure comfort, and educate them about pet health.
• Educate clients about Optimum Wellness Plans, preventive care, pet health needs, and hospital services.
• Assist incoming clients by completing required documentation, entering pet information and history, using appropriate collars and tags, 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 employing 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 that of others.
• Mutuality – A shared benefit is a shared benefit that 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 and 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 once, shifting attention among 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; writes correctly spelled words.
• Organizational ability: systematic approach, keeps order, and cuts through confusion.
• Problem‑solving skills: identifies, analyzes, and solves problems with practical solutions.
• Client service skills: ensures team provides attentive, courteous, and informative service.
• Intellectual ability: follows instructions delivered orally, in writing, or via diagrams.
• Mathematical ability: performs addition, subtraction, multiplication, division, and computes rates, ratios, and percent conversions.
• Computer skills: comfortably uses Microsoft Office applications including Word, Excel, Access, Outlook, and specialized software.

• Initiative – takes appropriate steps to find solutions, presents options, and improves processes.
• Integrity – adheres to ethical values and practices honesty and sound judgment.
• Cooperativeness – works with others and shares relevant information.
• Flexibility – adapts to changing situations and performs all assigned tasks.
• Independence – performs duties without supervision.
• Tolerance for Stress / Resiliency – remains positive, rebounds quickly, and maintains composure while dealing with stressful situations.

Requires prolonged computer work, confidence around pets (dogs, cats, birds, reptiles, etc.), and may require more than 40 hours weekly, including weekends and evenings. Must demonstrate reasoning, remembering, mathematics, and language ability in English. Requires good hand‑eye coordination, ambulation skills…