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 (in terms of numbers of clients and pets), 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 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.
• Perform other job duties as assigned.

• Leadership and Customer Focus – Demonstrated ability to lead team processes and focus on customer satisfaction.
• Peer Relationships and Integrity & Trust – Ability to build mutual respect and act with integrity.
• Action Oriented Listening and Functional Preventative Care – Skilled in listening, acting promptly, and delivering preventative care.
• Preventative Care and OWPs Knowledge – Understanding of Optimum Wellness Plans and related veterinary practices.
• Communication and Client Service Skills – Excellent verbal and written communication; inclusive and courteous client service.
• Priority Setting, Time Management and Multi‑Tasking – Capability to manage multiple tasks accurately under distracting conditions.
• Technical and Mathematical Skills – Comfortable using MS Office and basic mathematical operations.
• Organizational and Problem‑Solving Skills – Systematic approach to tasks and strong analytical abilities.
• Intellectual Ability and Language Proficiency – Ability to follow oral and written instructions, read, write and speak fluent English.
• Computer Proficiency – Confidence in using computer and specialized software.

• Initiative – willing to use discretion to find solutions and present options.
• Integrity – adheres firmly to Banfield values and ethics.
• Cooperativeness – works well with others and shares relevant information.
• Flexibility – open to changing situations and willing to perform assigned tasks.
• Independence – performs duties without supervision.
• Tolerance for Stress / Resiliency – maintains composure in stressful situations.

• Requires long periods at a computer.
• Confident around various pets (dogs, cats, birds, reptiles, etc.).
• Work may require more than 40 hours per week and include weekends and evenings.
• Physical requirements:
  
  standing, walking, stooping, kneeling, crouching, climbing, and lifting up to 50 pounds.
• Requires good hand‑eye coordination, arm‑hand‑finger dexterity, and visual acuity for keyboard use.
• Exposure to anesthesia, radiation, biological hazards, and medication/controlled substances.

High School Diploma or equivalent preferred. Must be at least 18 years old to perform radiography. One year of related experience required, with customer service experience preferred. Medical background (veterinary technician, human healthcare, pharmaceutical,…