Client Service Representative

Full-time and part-time positions available.

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 necessary 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.

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.

Skills & Competencies

Leadership

• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening

Functional

• Preventative care and Optimum Wellness Plans (OWPs)
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

Capabilities & 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. Gains personal satisfaction from delivering great service.
• Intellectual ability – Accurately and consistently follows instructions delivered orally, in writing, or via diagrams. Can provide directions.
• Mathematical ability – Ability to add, subtract, multiply, and divide, compute rates, ratios, and percentages, and 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 to problems; presents options and ideas to enhance processes. Takes on additional responsibility as needed.
• Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals. Exhibits honesty, discretion, and sound judgment.
• Cooperativeness – Willing to work with others, collaborating and compromising where necessary; promptly shares relevant information.
• Flexibility – Open to changing situations and opportunities, willing to perform all assigned tasks.
• Independence – Able and willing to perform tasks and duties without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive outlook, rebounds quickly from frustrations, and maintains composure and friendliness during stressful situations.

Special Working Conditions

• Ability to work at a computer for long periods of time.
• Ability to be confident around pets (e.g., dogs, cats, birds, reptiles).
• Client needs and work volume may require more than 40 hours per week, including weekends and evenings.
• Must have mental processes for reasoning, remembering, mathematics, and language ability (reading, writing, speaking English) to perform duties proficiently.
• The noise level in the work environment is moderately high.
• Requires sufficient ambulatory skills to perform duties while at the hospital.
• Ability to stand, walk, stoop, kneel, crouch, and climb, as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate equipment.
• Specific vision abilities include 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.

Pay

The pay range for this role is $16.93 - $21.63 hourly, with the specific rate determined based on the candidate’s experience, skill level, and education. Pay 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) – Includes a company match to help build a secure financial future.
• Paid Time Off and Holidays – Time off to recharge and celebrate personal days of significance.
• 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 – Support for growing families, including birth and adoption.
• Continuing Education Allowance – Financial assistance for eligible positions to pursue continuing education opportunities.
• 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 – Coverage options for hospital stays, critical illness, and accidents.
• Legal Plan – Affordable and accessible coverage for a wide range of legal 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 – Preventive and general care for your pets.
• Exclusive Discounts – Savings on a wide variety of products and services.