Client Service Coordinator

Overview

Banfield Pet Hospital is a community of caring people marked by a diversity of thought, background and approach. Our mission is to create a better world for pets and the clients we serve through client education and effective communication. The Client Service Coordinator (CSC) plays a key role in driving the flow of clients and pets through the hospital, ensuring productive teamwork, efficient operations, and a welcoming environment that encourages client return and referral.

The Client Service Coordinator 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 client and pet care in a friendly and efficient manner. The CSC influences client satisfaction, promotes hospital services, and supports the successful operation of our wellness programs.

• 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, efficiently run hospital to support the needs of our wellness plan clients.
• Provide professional, efficient and exceptional service at all times, including welcoming clients and pets, ensuring comfort in the hospital, and educating them about their pet’s health.
• Educate clients about Optimum Wellness Plans, preventive care, pet health needs and hospital services.
• Assist incoming clients by completing required documentation, entering all pet information and history in the computer, using proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing instructions, information and invoices; dispensing prescription items per a veterinarian’s instructions; selling retail products and scheduling future appointments.
• Manage finances by maintaining accurate balances and following proper opening and closing procedures.
• Conduct administrative functions as necessary and perform additional duties as assigned.

• Quality – The consumer is our boss; quality is our work; value for money is our goal.
• Responsibility – Each individual demands total responsibility from themselves; associates 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 and profit to remain free.

Competencies

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

Capabilities & Experience (Can Do)

• Multi‑tasking – manages multiple tasks simultaneously, shifts attention accurately without loss of performance.
• Communication – reads, writes, and speaks fluent English with proper grammar and vocabulary; strong written and verbal skills.
• Organizational ability – systematic approach to assignments, turns chaos into order.
• Problem solving – identifies, analyzes, and solves problems; translates them into practical solutions.
• Client service – consistently ensures courteous, informative service, and personal satisfaction from delivering great service.
• Intellectual ability – follows instructions, both oral and written.
• Mathematical ability – proficient in basic arithmetic, rate, ratio, percent, and unit conversion.
• Computer skills – comfortable and confident using Microsoft Word, Excel, Access, Outlook, and specialized software.

Attitudes (Will Do)

• Initiative – uses discretion to find solutions and presents ideas for process improvement.
• Integrity – adheres to Banfield’s values and ethics; exhibits honesty, discretion, and sound judgment.
• Cooperativeness – collaborates and compromises, shares information promptly.
• Flexibility – open to changing situations, performs all assigned tasks.
• Independence – performs…