Client Service Coordinator

Information for current Associates: please apply through our internal career site by logging into Workday and navigating to the Jobs Hub app or searching for Browse Jobs.

Job Summary:

The Client Service Coordinator (CSC) drives the flow of clients and pets through the hospital, maximizes the veterinary team’s productivity, ensures clear communication with associates and clients, and coordinates client and pet care in a friendly, efficient manner to encourage return 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 routing the flow of clients and pets to ensure superior client care and maximum productivity.
• Maximize the number of pets seen by the hospital team through a productive, efficiently run hospital to support the needs of wellness plan clients.
• Provide professional, efficient, and exceptional service at all times: welcome clients and pets, ensure their 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 proper collars and tags, and ensuring prompt service.
• Assist outgoing clients by providing instructions, information, 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.
• Perform administrative functions as necessary.
• Execute 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 – manages multiple tasks simultaneously, shifts attention quickly, and maintains accuracy.
• Communication skills – reads, writes and speaks fluent English with strong written and verbal communication.
• Organizational ability – demonstrates a systematic approach, creates order from chaos.
• Problem solving skills – identifies, analyzes and solves problems, translating them into practical solutions.
• Client service skills – provides attentive, courteous, and informative service, obtaining satisfaction from delivering great service.
• Intellectual ability – follows instructions delivered orally, in writing, or by diagram.
• Mathematical ability – performs basic arithmetic and unit conversions.
• Computer skills – uses Microsoft Office suite and specialized software confidently.

• Initiative – takes initiative to find solutions and present improvements.
• Integrity – adheres to Banfield Pet Hospitals’ values and ethics.
• Cooperativeness – works well with others and shares relevant information.
• Flexibility – adapts to changing situations and performs assigned tasks.
• Independence – performs duties without supervision.
• Tolerance for Stress/Resiliency – maintains composure and positive outlook in stressful situations.

• Extended computer use.
• Comfortable around pets (dogs, cats, birds, reptiles, etc.).
• May require more than 40 hours per week, including weekends and evenings.
• Must meet mental requirements for reasoning, remembering, mathematics, and language (reading, writing, speaking English).
• Work environment noise is moderately high.
• Requires ambulatory ability and the capacity to lift, carry, and move up to 50 pounds.
• Requires good…