Client Service Coordinator - FULL TIME

Client Service Coordinator Summary Of Job Purpose And Function

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.

• 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 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.
• Encourage hospital visits, welcome clients and pets, ensure comfort, and educate them about their pet's health.
• Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
• Aid 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.
• Aid outgoing clients by providing necessary instructions, information and 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.

Hiring Qualifications / Competencies

• Leadership
• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• Functional
• Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Prioritization
• Time Management
• Capabilities And Experience (can Do)
• Multi-tasking
• Reading, Writing, Speaking Fluent English
• Correctly Spelling Commonly Used English Words and Job Specific Terms
• Systematic Approach in Carrying Out Assignments
• Sufficient Orderliness and Excellence in Cutting Through Confusion
• Strong Ability to Identify, Analyze, and Solve Problems
• Ability to Add, Subtract, Multiply and Divide, Compute Rates, Ratios and Percentages
• Comfortable and Confident Using a Computer and Specialized Software
• Microsoft Word, Excel, Access, Outlook, etc.
• Initiative
• Willingness and Aptitude to Use Own Discretion in Finding Solutions to Problems
• Taking on Additional Responsibility When Both Big and Small Tasks Need to Be Done
• Integrity
• Firmly Adhering to the Values and Ethics of Banfield Pet Hospitals
• Adhering to Sound Judgment
• Cooperativeness
• Willingness to Work with Others, Collaborating and Compromising Where Necessary
• Flexibility
• Open to Changing Situations and Opportunities
• Willingness to Perform All Tasks Assigned
• Tolerance for Stress / Resiliency
• Maintaining a Positive "Can Do" Outlook
• Rebounding Quickly from Frustrations and Unpleasantness
• Maintaining Composure and Friendly Demeanor While Dealing with Stressful Situations
• Attitudes (Will Do)
• Multi-tasking
• Reading, Writing, Speaking Fluent English
• Systematic Approach in Carrying Out Assignments
• Orderliness and Excellence in Cutting Through Confusion
• Strong Ability to Identify, Analyze, and Solve Problems
• Ability to Add, Subtract, Multiply and Divide, Compute Rates, Ratios and Percentages
• Comfortable and Confident Using a Computer and Specialized Software
• Initiative
• Willingness and Aptitude to Use Own Discretion in Finding Solutions to Problems
• Taking on Additional Responsibility When Both Big and Small Tasks Need to Be Done
• Integrity
• Firmly Adhering to the Values and Ethics of Banfield Pet Hospitals
• Adhering to Sound Judgment
• Cooperativeness
• Willingness to Work with Others, Collaborating and Compromising Where Necessary
• Flexibility
• Open to Changing Situations and Opportunities
• Willingness to Perform All Tasks Assigned
• Tolerance for Stress / Resiliency
• Maintaining a Positive "Can Do" Outlook
• Rebounding Quickly from Frustrations and Unpleasantness
• Maintaining Composure and Friendly Demeanor While Dealing with Stressful Situations

  Special Working Conditions

  • Ability to work at a computer for long periods of time.
  • Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.).
  • Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job.
  • This position requires special hours including working weekends and evenings.
  • Mental Processes for Reasoning, Remembering, Mathematics and Language Ability (reading, writing, and speaking the English language) to perform the duties proficiently.
  • Specific Vision Abilities Required by this Job Include Close Vision, Distance Vision, Color Vision, Peripheral Vision, Depth Perception, and Ability to Adjust Focus.
  • Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances.

  Experience, Education And/Or Training

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