Client Service Coordinator #1190

If you are a current associate, apply through the internal career site in Workday via the Jobs Hub app or by searching for Browse Jobs.

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, ensures good communication with associates and clients, and coordinates care in a happy, welcoming, and efficient manner. This role influences clients to return and refer others by providing exceptional service and client education.

Responsibilities

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Actively recruit new clients by promoting hospital services and managing client and pet flow to ensure superior care and maximum productivity of the veterinary team.
• Maximize the number of pets seen by the hospital team through efficient operations to support wellness plan clients.
• Provide professional, efficient, and exceptional service, including 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 documentation, entering pet information into the computer, and ensuring prompt service.
• Assist outgoing clients by providing instructions, dispensing prescriptions, 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.

The Five Principles

Every associate, including the CSC, contributes to the veterinary team by adhering to Mars, Inc.’s 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

• Ability to multi-task: Manage multiple tasks simultaneously under distracting conditions without loss of accuracy or frustration.
• Communication skills: Fluent in English with strong written and verbal communication skills, including correct spelling and grammar.
• Organizational ability: Systematic approach to assignments, excelling in turning chaos into order.
• Problem-solving skills: Strong ability to identify, analyze, and solve problems with practical solutions.
• Client service skills: Ensures the team provides attentive, courteous, and informative service, gaining satisfaction from delivering great service.
• Intellectual ability: Accurately follows oral, written, or diagrammed instructions and provides directions.
• Mathematical ability: Ability to perform basic arithmetic, compute rates, ratios, and percentages, and convert units of measurement.
• Computer skills: Comfortable using computers and specialized software (e.g., Microsoft Word, Excel, Access, Outlook).

Qualifications

• Initiative: Willingness to use discretion in finding solutions, presenting ideas to enhance processes, and taking on additional responsibilities.
• Integrity: Adheres to Banfield’s values and ethics, exhibiting honesty, discretion, and sound judgment.
• Cooperativeness: Willing to collaborate, share information, and compromise when necessary.
• Flexibility: Open to changing situations and willing to perform all assigned tasks.
• Independence: Able and willing to perform tasks without supervision.
• Tolerance for Stress/Resiliency: Maintains a positive outlook, rebounds quickly from frustrations, and remains composed in stressful situations.

Special Working Conditions

• Ability to work at a computer for long periods.
• Confidence around pets (e.g., dogs, cats, birds, reptiles).
• Work volume may require more than 40 hours per week, including weekends and evenings.
• Requires mental processes for reasoning, memory, mathematics, and language proficiency (reading, writing, speaking English).
• Moderately high noise levels in the work environment.
• Requires ambulatory skills, including standing, walking, stooping, kneeling, crouching, and climbing.
• Ability to lift, carry, and move up to 50 pounds.
• Good hand-eye coordination, arm-hand-finger dexterity, and visual acuity for operating equipment.
• Specific vision abilities: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Exposure to pets that may bite or scratch, and occasional exposure to anesthesia, radiation, biological hazards, and medication/controlled substances.

Experience, Education, and Training

• High School Diploma or equivalent preferred.
• Must be at least 18 years old to perform duties involving radiography (x-ray) and exposure to radioactive substances.
• One year of related experience required; customer service experience preferred.
• Medical background (e.g., veterinary technician, human healthcare, pharmaceutical) with medical terminology training is preferred.

Pay

The pay range for this role is $15.00 - $18.69 per hour, with the specific rate determined based on candidate experience, skill level, education, and location.

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.
• Health Savings Account (HSA) with tax advantages.
• 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 for hospital stays, critical illness, and accidents.
• Legal plan for a wide range of legal needs.
• Identity protection services.