Client Service Coordinator - 005229

SUMMARY OF JOB PURPOSE AND FUNCTION

The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team (in terms of numbers of clients and pets), ensures good communication with associates and clients, and coordinates the care of clients and pets 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 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 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. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet's health.
• Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
• Aid 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.
• Aid 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 utilizing proper opening and closing procedures.
• Conduct administrative functions as necessary.

HIRING QUALIFICATIONS / COMPETENCIES

• Leadership: Demonstrated ability to lead and motivate teams.
• Customer Focus: Strong customer service orientation and ability to meet client needs.
• Peer Relationships: Effective communication and collaboration with colleagues.
• Integrity & Trust: Honesty, reliability, and ethical behavior.
• Action Oriented: Proactive problem-solving and goal-oriented approach.
• Listening: Active listening and empathy towards clients.
• Functional: Knowledge of preventative care and Optimum Wellness Plans.
• Communication Skills: Clear and effective verbal and written communication.
• Client Service Skills: Exceptional client interaction and service delivery.
• Priority Setting: Ability to prioritize tasks and manage time effectively.
• Mathematical Ability: Basic mathematical skills for calculations and record-keeping.

CAPABILITIES AND EXPERIENCE (CAN DO)

• Ability to multi-task: Manages multiple tasks simultaneously.
• Communication skills: Fluent English, correct spelling, strong written and verbal communication.
• Organizational ability: Systematic approach to assignments, maintains orderliness.
• Problem solving skills: Identifies and solves problems, translates problems into practical solutions.
• Client service skills: Ensures attentive, courteous, and informative service.
• Intellectual ability: Accurately follows instructions, provides directions.

THE FIVE PRINCIPLES

• Quality: Focuses on consumer satisfaction, quality, and value for money.
• Responsibility: Takes individual and team responsibility, supports others' responsibilities.
• Mutuality: Seeks mutual benefits, shares benefits.
• Efficiency: Uses resources fully, wastes nothing, does what is best.
• Freedom: Shapes future, remains free, supports profit.

BENEFITS

• Comprehensive Medical, Dental, and Vision Insurance: Covers essential health and wellness.
• Generous Retirement Plans (401(k) and Roth): Provides financial security for retirement.
• Best-in-Class Student Debt Relief Program: Supports veterinary professionals with student debt.
• Paid Time Off and Holidays: Offers time off and holidays for personal and family celebrations.
• Top-Tier Mental Health and Wellbeing Resources: Supports mental health and overall wellbeing.
• Associate Life Insurance (company-paid) & Supplemental Life Insurance: Provides financial protection for loved ones.
• Company-Paid Short- and Long-Term Disability: Offers financial support during temporary or long-term disabilities.
• Flexible Spending Accounts (FSA): Saves on healthcare and dependent care expenses.
• Health Savings Account (HSA): Tax-advantaged savings for healthcare expenses.
• Paid Parental Leave: Supports growing families with paid leave.
• Continuing Education Allowance (for Eligible Positions): Supports professional growth.
• Back-Up Child and Elder Care & Family Support Resources: Provides support during challenging times.
• Fertility and Family Building Support: Offers support for fertility treatments and family-building options.
• Digital Exercise Therapy: Encourages physical activity and health.
• Voluntary Protection Benefits: Provides additional protection against unexpected events.
• Legal Plan: Offers legal support and protection.
• Identity Protection: Safeguards personal information.
• Commuter Benefits: Reduces commuting stress.
• Three Free Optimum Wellness Plans for Pets: Ensures pets receive preventive and general care.
• Exclusive Discounts: Provides savings on various products and services.