Client Service Representative

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 all 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.

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

• Ability to multi-task – Manages multiple tasks at one time; quickly and accurately shifts attention among multiple 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 exceptionally strong written and verbal communication skills.
• Organizational ability – Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order.
• Problem-solving skills – Demonstrates a strong ability to identify, analyze, and solve problems. Translates problems into practical solutions.
• Client service skills – Consistently ensures the team provides the client with attentive, courteous, and informative service. Gains and shows personal satisfaction from delivering great service.
• Intellectual ability – Accurately and consistently follows instructions delivered in an oral, written, or diagram format. Can provide directions.
• Mathematical ability – Ability to add, subtract, multiply, and divide, and to compute rate, ratio, and percent; ability to convert units of measurement.
• Computer skills – Comfortably and confidently uses a computer and specialized software (Microsoft Word, Excel, Access, Outlook, etc.).

Qualifications

• Initiative – Shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures. Takes on additional responsibility when both big and small tasks need to be done.
• 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 with others.
• Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned.
• Independence – Able and willing to perform tasks and duties without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains 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.
• Must have mental processes for reasoning, remembering, mathematics, and language ability (reading, writing, and speaking the English language) to perform the 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 required 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 of related experience required with 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 the 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 – Enjoy peace of mind knowing your health and wellness are our top priorities.
• Generous Retirement Plans (401(k) and Roth) – Invest in your future with a generous company match.
• Best-in-Class Student Debt Relief Program (for Full-Time DVMs) – Financial support to address student debt.
• Paid Time Off and Holidays – Take a break, recharge, and celebrate days of personal significance.
• Top-Tier Mental Health and Wellbeing Resources – Access industry-leading resources, including free coaching and counseling sessions.
• Associate Life Insurance (company-paid) & Supplemental Life Insurance – Protect your loved ones with company-paid life insurance and optional additional coverage.
• Company-Paid Short- and Long-Term Disability – Financial protection in case of temporary or long-term disability.
• Flexible Spending Accounts (FSA) – Save on healthcare and dependent care expenses with pre-tax money.
• Health Savings Account (HSA) – Pay for medical expenses with pre-tax funds.
• Paid Parental Leave – Support for growing families, including leave for both birth and adoption.
• Continuing Education Allowance (for Eligible Positions) – Financial assistance for continuing education opportunities.
• Back-Up Child and Elder Care & Family Support Resources – Help for unpredictable moments with backup care and family support.
• Fertility and Family Building Support – Comprehensive support for fertility treatments and family-building options.
• Digital Exercise Therapy – Stay active and healthy with a program designed to fit your busy lifestyle.
• Voluntary Protection Benefits – Purchase coverage for hospital stays, critical illness, and accidents.
• Legal Plan – Affordable and accessible coverage for a wide range of legal needs.
• Identity Protection – Safeguard your personal information with identity protection alerts.