Client Service Coordinator - 000687

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 per veterinarian’s instructions, 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.
• 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.

Requirements

• Leadership
• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• Preventative care and 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 add, subtract, multiply, and divide accurately.

Pay

The pay range for this role is $16.16 – $20.66 hourly, with the specific rate determined based on the candidate’s experience, skill level, and education. Pay 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.
• Company-paid associate life insurance and optional supplemental life insurance.
• Company-paid short- and long-term disability.
• Flexible Spending Accounts (FSA) for healthcare and dependent care expenses.
• Health Savings Account (HSA) with pre-tax funds for medical expenses.
• Paid parental leave for birth and adoption.
• Continuing education allowance (for eligible positions).
• Back-up child and elder care, and family support resources.
• Fertility and family-building support.
• Digital exercise therapy program.
• Voluntary protection benefits (hospital stays, critical illness, and accident coverage).
• Legal plan for a wide range of legal needs.
• Identity protection with alerts for suspicious activity.
• Commuter benefits for a more convenient and cost-effective daily journey.
• 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 (*).