Client Service Coordinator

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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, 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.

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 knowledge
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

Skills 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. 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 – Identifies, analyzes, and solves 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 follows instructions delivered orally, in writing, or via diagrams; can provide directions.
• Mathematical ability – Performs addition, subtraction, multiplication, and division; computes rates, ratios, and percentages; converts units of measurement.
• Computer skills – Comfortably and confidently uses computers and specialized software (e.g., Microsoft Word, Excel, Access, Outlook).

Attitudes

• Initiative – Uses discretion to find solutions; presents options to enhance processes; takes on additional responsibilities.
• Integrity – Adheres to the values and ethics of Banfield Pet Hospitals; exhibits honesty, discretion, and sound judgment.
• Cooperativeness – Works with others, collaborates, and compromises where necessary; shares relevant information promptly.
• Flexibility – Open to changing situations and opportunities; 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; maintains composure in stressful situations.

Working Conditions

• Ability to work at a computer for long periods.
• Ability to be confident around pets (e.g., dogs, cats, birds, reptiles).
• Client needs and work volume may require more than 40 hours per week, including weekends and evenings.
• Must have mental processes for reasoning, memory, mathematics, and language ability (reading, writing, speaking English) to perform duties proficiently.
• Moderately high noise levels in the work environment.
• Requires sufficient ambulatory skills to perform duties; ability to stand, walk, stoop, kneel, crouch, and climb.
• Ability to lift, carry, or 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.
• Routinely exposed to pets that may bite or scratch; occasionally exposed to anesthesia, radiation, biological hazards, and medication/controlled substances.

Qualifications

• 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 (veterinary technician, human healthcare, pharmaceutical) with medical terminology training is preferred.

Pay

The pay range for this role is $16.16 - $20.66 hourly, determined based on candidate’s experience, skill level, and education, and may vary by location or applicable minimum wage laws.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Generous Retirement Plans (401(k) and Roth) – Includes 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 – Includes free coaching and counseling sessions.
• Associate Life Insurance (company-paid) & Supplemental Life Insurance.
• Company-Paid Short- and Long-Term Disability
• Flexible Spending Accounts (FSA) – For healthcare and dependent care expenses.
• Health Savings Account (HSA) – Tax-advantaged account for medical expenses.
• 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 – Coverage for hospital stays, critical illness, and accidents.
• Legal Plan – Affordable coverage for a wide range of legal needs.
• Identity Protection – Alerts for suspicious activity and support if information is stolen.
• Commuter Benefits – For a more convenient and cost-effective daily commute.
• Three Free Optimum Wellness Plans for Pets
• Exclusive Discounts – On a wide variety of 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).