Client Service Representative

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 the care of clients and pets in a happy, welcoming, friendly, and efficient manner. This role influences clients to return and refer their friends and families.

Live and exemplify the Five Principles of Mars, Inc. within self and team.

Responsibilities

• 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 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.

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.
• Ability to multi-task, managing multiple tasks at once under distracting conditions without loss of accuracy or frustration.
• Strong communication skills in fluent English, including reading, writing, and speaking with appropriate grammar and style.
• Organizational ability, demonstrating a systematic approach to assignments and excelling at turning chaos into order.
• Problem-solving skills, with the ability to identify, analyze, and translate problems into practical solutions.
• Client service skills, ensuring attentive, courteous, and informative service while gaining personal satisfaction from delivering great service.
• Mathematical ability to compute rate, ratio, percent, and convert units of measurement.
• Computer skills, including comfort and confidence using specialized software (e.g., Microsoft Word, Excel, Access, Outlook).

Skills & Attributes

• Initiative – Willingness to use discretion in finding solutions, presenting options to enhance processes, and taking on additional responsibilities.
• Integrity – Adherence to Banfield’s values and ethics, exhibiting honesty, discretion, and sound judgment.
• Cooperativeness – Willingness to collaborate, share information, and compromise when necessary.
• Flexibility – Openness to changing situations and willingness to perform all assigned tasks.
• Independence – Ability to perform tasks without supervision.
• Tolerance for Stress / Resiliency – Maintaining a positive outlook, rebounding quickly from frustrations, and staying composed in stressful situations.

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.
• 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.
• Exposure to pets that may bite or scratch, 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 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 health and wellness needs.
• 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 full-time DVMs to address student debt.
• Paid Time Off and Holidays – Time 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 eligible positions to pursue professional growth.
• 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 to safeguard personal information.