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. 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 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 efficient operations to support wellness plan clients.
• Provide professional, efficient, and exceptional service at all times, including welcoming clients and pets, ensuring their comfort, and educating them about pet health.
• Educate clients about Optimum Wellness Plans (OWPs), preventative care, pet health needs, and hospital services.
• Assist incoming clients by completing required documentation, entering pet information and history into the computer, and ensuring prompt service.
• Assist outgoing clients by providing instructions, information, invoices, dispensing prescription items, 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 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.

Requirements

• Competencies: Leadership, Customer Focus, Peer Relationships, Integrity & Trust, Action Oriented, Listening, Preventative care and OWPs knowledge, Communication Skills, Client Service Skills, Priority Setting, Time Management.
• Capabilities and Experience:
  • Ability to multi-task – Manages multiple tasks simultaneously under distracting conditions without loss of accuracy or frustration.
  • Communication skills – Fluent in English with strong written and verbal communication skills.
  • Organizational ability – Systematic approach to assignments, excels at turning chaos into order.
  • Problem-solving skills – Identifies, analyzes, and solves problems with practical solutions.
  • Client service skills – Ensures attentive, courteous, and informative service; gains satisfaction from delivering great service.
  • Intellectual ability – Follows oral, written, or diagram instructions accurately and provides directions.
  • Mathematical ability – Performs basic arithmetic and computes rates, ratios, and percentages; converts units of measurement.
  • Computer skills – Proficient in Microsoft Word, Excel, Access, Outlook, and specialized software.
• Attitudes:
  • Initiative – Uses discretion to find solutions and presents ideas to enhance processes.
  • Integrity – Adheres to Banfield’s values and ethics; exhibits honesty and sound judgment.
  • Cooperativeness – Collaborates and compromises with others; shares relevant information promptly.
  • Flexibility – Open to changing situations and willing to perform all assigned tasks.
  • Independence – Performs tasks without supervision.
  • Tolerance for Stress / Resiliency – Maintains a positive outlook and rebounds quickly from frustrations.
• 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.
  • Mental processes for reasoning, memory, mathematics, and language proficiency (reading, writing, speaking English).
  • Moderately high noise levels in the work environment.
  • 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.
  • Exposure to pets that may bite or scratch, 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 preferred.
• Medical background (veterinary technician, human healthcare, pharmaceutical) with medical terminology training is preferred.

Pay

The pay range for this role is $17.70 - $22.62 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 – Financial support for student debt (for Full-Time DVMs).
• 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 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 – Support for growing families, including birth and adoption.
• Continuing Education Allowance – Financial assistance for continuing education (for eligible positions).
• 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 to stay active and healthy.
• 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 for identity theft.