Client Service Coordinator

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Summary of Job Purpose and Function

The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes productivity of the veterinary medical team, ensures good communication with associates and clients, and coordinates care in a happy, welcoming, friendly and efficient manner, influencing clients to return and refer their friends and families.

Essential Responsibilities and Tasks

• Live and exemplify the Five Principles of Mars, Inc. within yourself and the 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.
• 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, including welcoming clients and pets, ensuring comfort, and educating them about pet health.
• Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
• Assist incoming clients by completing required documentation, entering pet information and history, tagging, and ensuring prompt service.
• Assist outgoing clients with instructions, invoices, dispensing prescriptions, selling retail products, and scheduling future appointments.
• Manage finances by maintaining accurate balances and following opening and closing procedures.
• Conduct administrative functions as necessary.
• Other job duties as assigned.

The Five Principles

• 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.

Hiring Qualifications and Competencies

• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

Capabilities and Experience (can do)

• Ability to multi-task: manage multiple tasks at one time quickly and accurately.
• Communication skills: reads, writes and speaks fluent English with strong grammar and vocabulary.
• Organizational ability: systematic approach to assignments, turns chaos into order.
• Problem solving skills: identify, analyze and solve problems with practical solutions.
• Client service skills: consistently delivers attentive, courteous and informative service.
• Intellectual ability: follows instructions accurately in oral, written or diagram format.
• Mathematical ability: basic arithmetic, rate, ratio, percent, unit conversion.
• Computer skills: proficient with Microsoft Office (Word, Excel, Access, Outlook) and specialized software.

Attitudes (Will Do)

• Initiative.
• Integrity.
• Cooperativeness.
• Flexibility.
• Independence.
• Tolerance for Stress / Resiliency.

Special Working Conditions

• Work at a computer for long periods.
• Confident around pets (dogs, cats, birds, reptiles, etc.).
• Work may require more than 40 hours per week and includes weekends and evenings.
• Reasonable mental processes (reading, writing, speaking).
• Moderately high noise level.
• Require ambulatory skills and ability to lift up to 50 pounds.
• Exposure to pets, anesthesia, radiation, biological hazards and medications.

Experience, Education and Training

• High School Diploma or equivalent preferred.
• At least 18 years old to perform duties involving radiography and radioactive substances.
• One year related experience required; customer service preferred.
• Medical background with medical terminology training preferred.

Equal Opportunity Employer Statement

We are a drug‑free, smoke‑free, equal opportunity employer. Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability.

Seniority level:
Entry level.

Employment type:

Part‑time. Job function:
Business Development and Sales. Industry: Veterinary Services.

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