Client Service Coordinator

This posting will remain open for a minimum of two weeks from the posting date.

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 in the computer, utilizing proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing necessary instructions, information, invoices, dispensing prescription items per the 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.

Requirements

• Competencies:
  • Leadership: Customer Focus
  • Peer Relationships
  • Integrity & Trust
  • Listening
  • Preventative care and OWPs
  • Communication Skills
  • Client Service Skills
  • Priority Setting
  • Time Management
• Capabilities 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 – Fluent in English with appropriate grammar, style, and vocabulary; demonstrates strong written and verbal communication skills.
  • Organizational ability – Demonstrates a systematic approach in carrying out assignments; excels at 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 satisfaction from delivering great service.
  • Intellectual ability – Accurately follows instructions in oral, written, or diagram format; can provide directions.
  • Mathematical ability – Ability to add, subtract, multiply, divide, compute rates, ratios, and percentages; convert units of measurement.
  • Computer skills – Comfortably and confidently uses computers and specialized software (Microsoft Word, Excel, Access, Outlook, etc.).
• Attitudes:
  • Initiative – Uses discretion to find solutions; presents options to enhance processes; takes on additional responsibilities.
  • Integrity – Adheres to Banfield Pet Hospitals' values and ethics; exhibits honesty, discretion, and sound judgment.
  • Cooperativeness – Works well with others, collaborates, and compromises when necessary.
  • 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.
• Special Working Conditions:
  • Ability to work at a computer for long periods.
  • Confidence around pets (dogs, cats, birds, reptiles, etc.).
  • Work volume may require more than 40 hours per week.
  • Special hours including weekends and evenings.
  • Mental processes for reasoning, remembering, mathematics, and language ability (reading, writing, speaking English).
  • Moderately high noise level in the work environment.
  • Sufficient ambulatory skills to perform duties; ability to stand, walk, stoop, kneel, crouch, and climb.
  • Ability to lift, carry, and move up to 50 pounds.
  • Good hand-eye coordination, arm-hand-finger dexterity, and visual acuity.
  • 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, etc.) with medical terminology training is preferred.

Pay

The pay range for this role is $15.39 - $19.67 hourly, with the specific rate determined based on 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.
• 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.
• 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).
• 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 for hospital stays, critical illness, and accidents.
• Legal Plan.
• Identity Protection.