Client Service Coordinator

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 their pet's 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 into 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.

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 (Can Do)

• 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, translating them into practical solutions.
• Client service skills – Consistently ensures the team provides attentive, courteous, and informative service, gaining personal satisfaction from delivering great service.
• Intellectual ability – Accurately and consistently follows instructions delivered orally, in writing, or via diagrams, and can provide directions.
• Mathematical ability – Ability to add, subtract, multiply, and divide; compute rate, ratio, and percent; convert units of measurement.
• Computer skills – Comfortably and confidently uses a computer and specialized software (Microsoft Word, Excel, Access, Outlook, etc.).

Attitudes (Will Do)

• Initiative – Shows willingness and aptitude to use discretion in finding solutions; presents options to enhance processes; takes on additional responsibilities.
• Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals; exhibits honesty, discretion, and sound judgment.
• Cooperativeness – Willing to collaborate and compromise; promptly shares relevant information.
• 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, and maintains composure in stressful situations.

Special Working Conditions

• Ability to work at a computer for long periods.
• Confidence around pets (dogs, cats, birds, reptiles, etc.).
• 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 level in the work environment.
• Requires sufficient ambulatory skills to perform duties, including standing, walking, stooping, kneeling, crouching, and climbing, as well as manipulating (lifting, carrying, moving) up to 50 pounds.
• Good hand-eye coordination, arm-hand-finger dexterity, and visual acuity to use a keyboard and operate 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.

Requirements

• 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, with customer service preferred.
• Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.

Pay

The pay range for this role is $15.00 - $18.69 per hour. 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 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 to address student debt.
• Paid Time Off and Holidays – Time off to recharge and celebrate personal days.
• Top-Tier Mental Health and Wellbeing Resources – Free coaching and counseling sessions.
• Associate Life Insurance (company-paid) & Supplemental Life Insurance – Company-paid life insurance with optional additional coverage.
• Company-Paid Short- and Long-Term Disability – Financial protection in case of disability.
• Flexible Spending Accounts (FSA) – Pre-tax savings for healthcare and dependent care expenses.
• Health Savings Account (HSA) – Tax-advantaged savings for medical expenses.
• Paid Parental Leave – For both birth and adoption.
• Continuing Education Allowance – Financial assistance for eligible positions to pursue continuing education.
• Back-Up Child and Elder Care & Family Support Resources – Support for unpredictable family needs.
• Fertility and Family Building Support – Comprehensive support for fertility treatments and family-building options.
• Digital Exercise Therapy – Program designed to fit a busy lifestyle.
• Voluntary Protection Benefits – Coverage for hospital stays, critical illness, and accidents.
• Legal Plan – Affordable and accessible legal coverage.
• Identity Protection – Alerts for suspicious activity and support if information is stolen.
• Commuter Benefits – Convenient and cost-effective commuting options.
• Three Free Optimum Wellness Plans for Pets – Preventive and general care for pets.
• Exclusive Discounts – Savings on a 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 only); part-time associates are eligible for benefits marked with an asterisk (*).