Client Service Coordinator

If you are a current associate, apply through our internal career site by logging into Workday and accessing the Jobs Hub app or 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, friendly, and efficient manner. This role influences 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 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, 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.
• Adhere to the Five Principles of Mars, Inc.:
  • 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

• Ability to multi-task – Manages multiple tasks simultaneously, shifts attention accurately under distracting conditions without loss of accuracy or frustration.
• Communication skills – Reads, writes, and speaks fluent English with appropriate grammar, style, and vocabulary. Demonstrates strong written and verbal communication skills.
• Organizational ability – Demonstrates a systematic approach to assignments, excels at turning chaos into order.
• Problem-solving skills – Identifies, analyzes, and solves problems, translating them into practical solutions.
• Client service skills – Ensures the team provides attentive, courteous, and informative service, gaining personal satisfaction from delivering great service.
• Intellectual ability – Accurately follows oral, written, or diagrammed instructions and provides directions.
• Mathematical ability – Performs addition, subtraction, multiplication, division, computes rates, ratios, and percentages, and 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 ideas to enhance processes, and takes on additional responsibilities.
• Integrity – Adheres to the values and ethics of Banfield Pet Hospitals, exhibiting honesty, discretion, and sound judgment.
• Cooperativeness – Willing to collaborate and compromise with others, sharing 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, and stays composed in stressful situations.

Working Conditions

• Ability to work at a computer for long periods.
• Comfortable 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 (reading, writing, speaking English).
• Moderately high noise levels in the work environment.
• Sufficient ambulatory skills to perform duties, including standing, walking, stooping, kneeling, crouching, and climbing.
• 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 requirements: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Routinely exposed to pets that may bite or scratch, and 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 (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. The specific rate is determined based on the candidate’s experience, skill level, education, and may vary by location or applicable minimum wage laws.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance – Covers essential health, dental, and vision care.
• Generous Retirement Plans (401(k) and Roth) – Includes a company match to help build a secure financial future.
• Best-in-Class Student Debt Relief Program – Available for full-time DVMs to address student debt.
• Paid Time Off and Holidays – Includes paid time off and holidays for rest and personal celebrations.
• Top-Tier Mental Health and Wellbeing Resources – Access to industry-leading resources, including free coaching and counseling sessions.
• 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 – Available for both birth and adoption to bond with a new family member.
• 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 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 – Optional 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 – Free wellness plans for your pets to ensure they receive preventive and general care.
• Exclusive Discounts – Savings on a wide variety of products and services.

Benefits eligibility is based on employment status. Full-time associates are eligible for all benefit programs.