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 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. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, 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, utilizing 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

• 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.
• Communication skills – reads, writes and speaks fluent English using appropriate grammar, style and vocabulary; demonstrates exceptionally strong written and verbal communication skills.
• Organizational ability – demonstrates a systematic approach in carrying out assignments; is very orderly and excels at turning confusion into order.
• Problem‑solving skills – demonstrates strong ability to identify, analyze and solve problems and translate them into practical solutions.
• Client service skills – consistently ensures the team provides the client with attentive, courteous and informative service and gains personal satisfaction from delivering great service.
• Intellectual ability – accurately and consistently follows instructions delivered in an oral, written or diagram format.
• Mathematical ability – can add, subtract, multiply and divide, and compute rates, ratios and percentages and convert units of measurement.
• Computer skills – comfortably and confidently uses a computer and specialized software (Microsoft Word, Excel, Access, Outlook).

• Initiative – shows willingness and aptitude to use own discretion in finding solutions to problems and presenting options to enhance current processes.
• Integrity – firmly adheres to the values and ethics of Banfield Pet Hospitals and exhibits honesty, discretion and sound judgment.
• Cooperativeness – willing to work with others, collaborating and compromising where necessary and promptly sharing relevant information.
• Flexibility – open to changing situations and opportunities and willing to perform all assigned tasks.
• 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 maintains composure while dealing with stressful situations.

• Quality – the consumer is our boss, quality is our work and value…