Client Service Representative

About the role

The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizing the productivity of the veterinary medical team (in terms of numbers of clients and pets), ensuring good communication with associates and clients, and coordinating 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 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. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, 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 the required documentation, entering all 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 the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Other job duties as assigned.

Qualifications

• Leadership: Ability to multi-task, reads, writes and speaks fluent English, demonstrates exceptionally strong written and verbal communication skills, demonstrates organizational ability, demonstrates problem solving skills, ensures client service skills, demonstrates intellectual ability, demonstrates mathematical ability, demonstrates computer skills.
• Attitudes: Initiative, integrity, cooperativeness, flexibility, independence, tolerance for stress/resiliency.
• Special Working Conditions: Ability to work at a computer for long periods of time, ability to be confident around pets, ability to work special hours including weekends and evenings, ability to work with a variety of pets that may bite or scratch, ability to be exposed to anesthesia, radiation, biological hazards and medication/controlled substances.

Competencies

• Customer Focus, Peer Relationships, Integrity & Trust, Action Oriented, Listening, Communication Skills, Client Service Skills, Priority Setting, Time Management.

Experience, Education and/or Training

• High School Diploma or equivalent preferred.
• One year 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 $17.70 - $22.62 Hourly. The pay range listed reflects a general hiring range for the area, 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.