Client Service Coordinator -005273

About the role

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.

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.

Qualifications

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

• Ability to multi-task: Manages multiple tasks simultaneously; quickly and accurately shifts attention among tasks under distracting conditions without loss of accuracy or 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: 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 arithmetic (addition, subtraction, multiplication, division).

Pay

The pay range for this role is $16.93 - $21.63 hourly. The specific rate is 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: Coverage for essential medical, dental, and vision care.
• Generous Retirement Plans (401(k) and Roth): Company match to help build a secure financial future.
• Best-in-Class Student Debt Relief Program (for Full-Time DVMs): Financial support for veterinarians with student debt.
• Paid Time Off and Holidays: Time off for rest, recharge, and personal significance.
• Top-Tier Mental Health and Wellbeing Resources: Free coaching and counseling sessions to support overall wellbeing.
• Associate Life Insurance (company-paid) & Supplemental Life Insurance: Company-paid life insurance with the option to purchase additional coverage.
• Company-Paid Short- and Long-Term Disability: Financial protection in case of temporary or long-term disability.
• Flexible Spending Accounts (FSA): Pre-tax savings for healthcare and dependent care expenses.
• Health Savings Account (HSA): Tax-advantaged account for medical expenses.
• Paid Parental Leave: Paid leave for birth and adoption to bond with a new family member.
• Continuing Education Allowance (for Eligible Positions): Financial assistance for continuing education opportunities.
• Back-Up Child and Elder Care & Family Support Resources: Support for unpredictable family care needs.
• Fertility and Family Building Support: Comprehensive support for fertility treatments and family-building options.
• Digital Exercise Therapy: Program designed to keep you active and healthy.
• Voluntary Protection Benefits: Coverage for hospital stays, critical illness, and accidents.
• Legal Plan: Affordable and accessible legal coverage for a wide range of needs.
• Identity Protection: Alerts for suspicious activity and support if personal information is stolen.
• Commuter Benefits: Convenient and cost-effective commuting options.
• Three Free Optimum Wellness Plans for Pets: Preventive and general care for your pets.
• Exclusive Discounts: Savings on a variety of products and services.

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

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.