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 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 in the computer, utilizing proper collars and tags for identification, 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.

Skills

• Leadership: Customer Focus, Peer Relationships, Integrity & Trust, Action Oriented, Listening.
• Functional: Preventative care and OWPs, Communication Skills, Client Service Skills, Priority Setting, Time Management.
• Capabilities and Experience (can do):
  • Ability to multi-task – Manages multiple tasks simultaneously; quickly and accurately shifts attention among tasks under distracting conditions.
  • Communication skills – Fluent English, appropriate grammar, style, and vocabulary; strong written and verbal communication.
  • Organizational ability – Systematic approach to assignments; excels at turning chaos into order.
  • Problem-solving skills – Identifies, analyzes, and solves problems; translates problems into practical solutions.
  • Client service skills – Ensures attentive, courteous, and informative service; gains satisfaction from delivering great service.
  • Intellectual ability – Accurately follows oral, written, or diagram instructions; can provide directions.
  • Mathematical ability – Adds, subtracts, multiplies, divides; computes rate, ratio, and percent; converts units of measurement.
  • Computer skills – Comfortably uses computers and specialized software (Microsoft Word, Excel, Access, Outlook, etc.).
• Attitudes (will do):
  • Initiative – Uses discretion to find solutions; takes on additional responsibilities.
  • Integrity – Adheres to Banfield’s values and ethics; exhibits honesty and sound judgment.
  • Cooperativeness – Collaborates and compromises with others; shares relevant information.
  • Flexibility – Open to changing situations and opportunities; performs all assigned tasks.
  • Independence – Performs tasks without supervision.
  • Tolerance for Stress / Resiliency – Maintains a positive outlook; rebounds quickly from frustrations.

Special Working Conditions

• Ability to work at a computer for long periods.
• Confidence around pets (dogs, cats, birds, reptiles, etc.).
• Client needs and work volume may require more than 40 hours per week, including weekends and evenings.
• Mental processes for reasoning, memory, mathematics, and language ability (reading, writing, speaking English).
• Moderately high noise level in the work environment.
• Sufficient ambulatory skills to perform duties; ability to stand, walk, stoop, kneel, crouch, and climb.
• Ability to lift, carry, and move up to 50 pounds.
• Good hand-eye coordination, arm-hand-finger dexterity, and visual acuity (close, distance, color, peripheral, depth perception, and ability to adjust focus).
• Exposure to pets that may bite or scratch, anesthesia, radiation, biological hazards, and medication/controlled substances.

Pay

The pay range for this role is $15.00 - $17.70 hourly. The specific rate is determined based on 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.
• Generous Retirement Plans (401(k) and Roth) with company match.
• Best-in-Class Student Debt Relief Program (for Full-Time DVMs).
• Paid Time Off and Holidays.
• Top-Tier Mental Health and Wellbeing Resources, including free coaching and counseling sessions.
• Associate Life Insurance (company-paid) & Supplemental Life Insurance.
• Company-Paid Short- and Long-Term Disability.
• Flexible Spending Accounts (FSA) for healthcare and dependent care.
• Health Savings Account (HSA) with tax-advantaged funds.
• Paid Parental Leave for birth and adoption.
• Continuing Education Allowance (for eligible positions).
• Back-Up Child and Elder Care & Family Support Resources.
• Fertility and Family Building Support.
• Digital Exercise Therapy.
• Voluntary Protection Benefits (hospital stays, critical illness, accidents).
• Legal Plan for a wide range of legal needs.
• Identity Protection.