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, 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 comfort 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 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.
• 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 Capabilities and Experience
• 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, uses appropriate grammar, style and vocabulary.
• Organizational ability: demonstrates a systematic approach in carrying out assignments, is orderly and excels at turning confusion into order.
• Problem solving skills: identifies, analyzes and solves problems, translates problems into practical solutions.
• Client service skills: consistently ensures the team provides the client with attentive, courteous and informative service.
• Intellectual ability: accurately follows instructions delivered in oral, written or diagram format.
• Mathematical ability: adds, subtracts, multiplies and divides, computes rate, ratio and percent; converts units of measurement.
• Computer skills: confidently uses a computer and specialized software (Microsoft Word, Excel, Access, Outlook, etc.).

• Initiative: shows willingness and aptitude to use own discretion in finding solutions to problems; presents options and ideas to enhance current processes or procedures.
• Integrity: adheres to the values and ethics of Banfield Pet Hospitals, exhibits honesty, discretion and sound judgment.
• Cooperativeness: willing to work with others, collaborating and compromising where necessary; promptly shares relevant information with others.
• Flexibility: open to changing situations and opportunities and willing to perform all tasks assigned.
• Independence: able and willing to perform tasks and duties without supervision.
• Tolerance for Stress/Resiliency: maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.

• Ability to work at a computer for long periods of time.
• Ability to be confident around pets (dogs, cats, birds, reptiles, etc.).
• Client needs and work volume may often require more than 40 hours per week; requires special hours including working weekends and evenings.
• Must have mental processes for reasoning,…