Client Service Coordinator

Client Service Coordinator

The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizing the productivity of the veterinary medical team, ensuring effective communication with associates and clients, and coordinating their care in a welcoming and efficient manner.

Maximize the number of pets seen, provide professional and exceptional service, and maintain financial accuracy while fostering client referrals and satisfaction.

• Live and exemplify the Five Principles of Mars, Inc. within self 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 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 their 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 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 using proper opening and closing procedures.
• Conduct administrative functions as necessary.
• 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.

Competencies
:
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 (can do):

• Ability to multi-task, managing multiple tasks simultaneously and shifting attention quickly.
• Excellent written and verbal communication skills in fluent English.
• Organizational ability, systematic approach, and turning confusion into order.
• Problem solving skills, identifying, analyzing, and translating problems into practical solutions.
• Client service skills, ensuring attentive, courteous and informative service.
• Intellectual ability, following instructions accurately.
• Mathematical ability: addition, subtraction, multiplication, division, rates, ratios, percentages, and unit conversions.
• Computer skills: comfortable and confident with Microsoft Word, Excel, Access, Outlook, and specialized software.

Attitudes (will do):

• Initiative, using discretion to solve problems and presenting improvement ideas.
• Integrity, adhering to Banfield values and ethics.
• Cooperativeness, working collaboratively and sharing information.
• Flexibility, open to changing situations and performing assigned tasks.
• Independence, performing duties without supervision.
• Tolerance for Stress / Resiliency, maintaining a positive outlook and composure under stress.

Work at a computer for long periods, be confident around pets (dogs, cats, birds, reptiles, etc.), and be able to stand, walk, stoop, kneel, crouch, climb, and lift up to 50 pounds. Meals may require extended hours; weekend and evening work is common. Suitable for working in a moderately high noise environment with necessary hand‑eye coordination and visual acuity. Exposure to pets that may bite or…