Client Service Coordinator - 000220

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 care in a happy, welcoming, friendly, and efficient manner, influencing clients to return and refer others.

Responsibilities

• 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, including 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 required documentation, entering pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing instructions, information, invoices, dispensing prescription items, selling retail products, and scheduling future appointments.
• Manage finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Perform other job duties as assigned.

Qualifications

Leadership

• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening

Functional

• Preventative care and Optimum Wellness Plans (OWPs)
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

Skills

• Ability to multi-task: Manages multiple tasks simultaneously, quickly and accurately shifts attention among tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Communication skills: Reads, writes, and speaks fluent English, using appropriate grammar, style, and vocabulary. Correctly spells commonly used English words and job-specific terms. Demonstrates strong written and verbal communication skills.
• Organizational ability: Demonstrates a systematic approach in carrying out assignments. Excels at cutting through confusion and turning chaos into order.
• Problem-solving skills: Demonstrates a strong ability to identify, analyze, and solve problems. Translates problems into practical solutions.
• Client service skills: Consistently ensures the team provides attentive, courteous, and informative service. Gains personal satisfaction from delivering great service.
• Intellectual ability: Accurately and consistently follows instructions delivered orally, in writing, or via diagrams. Can provide directions.
• Mathematical ability: Ability to perform basic mathematical calculations.

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.

Pay

The pay range for this role is $16.16 - $20.66 per hour, with the specific rate determined based on the candidate’s experience, skill level, and education, and may vary depending on location or applicable minimum wage laws.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Generous Retirement Plans (401(k) and Roth) with company match
• Best-in-Class Student Debt Relief Program (for Full-Time DVMs)
• Paid Time Off and Holidays
• Top-Tier Mental Health and Wellbeing Resources, including free coaching and counseling sessions
• Associate Life Insurance (company-paid) & Supplemental Life Insurance
• Company-Paid Short- and Long-Term Disability
• Flexible Spending Accounts (FSA)
• Health Savings Account (HSA)
• Paid Parental Leave for birth and adoption
• Continuing Education Allowance (for eligible positions)
• Back-Up Child and Elder Care & Family Support Resources
• Fertility and Family Building Support
• Digital Exercise Therapy
• Voluntary Protection Benefits (hospital stays, critical illness, and accidents)
• Legal Plan
• Identity Protection
• Commuter Benefits
• Three Free Optimum Wellness Plans for Pets
• Exclusive Discounts on products and services

Benefits eligibility is based on employment status. Full-time associates are eligible for all benefit programs (Student Debt Program available for full-time DVMs only); part-time associates are eligible for benefits marked with an asterisk (*).