CSC - Client Service Coordinator

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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 care in a happy, welcoming, friendly, and efficient manner, influencing clients to return and refer others.

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 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, utilizing proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing instructions, information, invoices, dispensing prescription items per veterinarian 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.
• Perform 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.

Qualifications

Competencies

• 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 without loss of accuracy or frustration.
• Communication skills – Reads, writes, and speaks fluent English with 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, gaining personal satisfaction from delivering great service.
• Intellectual ability – Accurately and consistently follows instructions delivered orally, in writing, or via diagrams, and 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 computers and specialized software (e.g., Microsoft Word, Excel, Access, Outlook).

Attitudes (Will Do)

• Initiative – Uses discretion to find solutions, presents ideas to enhance processes, and takes on additional responsibilities.
• Integrity – Adheres to the values and ethics of Banfield Pet Hospitals, exhibiting honesty, discretion, and sound judgment.
• Cooperativeness – Works well with others, collaborates, and shares relevant information promptly.
• Flexibility – Open to changing situations and willing to perform all assigned tasks.
• Independence – Able and willing to perform tasks without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive outlook, rebounds quickly from frustrations, and maintains composure in stressful situations.

Special Working Conditions

• Ability to work at a computer for long periods.
• Confidence 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.
• Mental processes for reasoning, memory, mathematics, and language (reading, writing, speaking English) to perform duties proficiently.
• 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, and move up to 50 pounds.
• Good hand-eye coordination, arm-hand-finger dexterity, and visual acuity for using a keyboard and operating equipment.
• Specific vision abilities: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Routine exposure to pets that may bite or scratch, and occasional exposure to anesthesia, radiation, biological hazards, and medication/controlled substances.

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 experience preferred.
• Medical background (e.g., veterinary technician, human healthcare, pharmaceutical) with medical terminology training is preferred.

Pay

The pay range for this role is $16.93 - $21.63 per hour. The specific rate is determined based on the candidate’s experience, skill level, education, and 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) – Company match to help build a secure financial future (eligibility based on employment status).
• Best-in-Class Student Debt Relief Program – Financial support for full-time DVMs to address student debt.
• Paid Time Off and Holidays – Time off to recharge and celebrate personal days (eligibility based on employment status).
• Top-Tier Mental Health and Wellbeing Resources – Free coaching and counseling sessions to support overall wellbeing (eligibility based on employment status).
• 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 pursuing continuing education (for eligible positions, based on employment status).
• Back-Up Child and Elder Care & Family Support Resources – Support for unpredictable family care needs (eligibility based on employment status).
• Fertility and Family Building Support – Comprehensive support for fertility treatments and family-building options.
• Digital Exercise Therapy – Access to a digital exercise therapy program.
• Voluntary Protection Benefits – Optional coverage for hospital stays, critical illness, and accidents (eligibility based on employment status).
• Legal Plan – Affordable legal coverage for a wide range of needs (eligibility based on employment status).
• Identity Protection – Alerts and support for suspicious activity and identity theft (eligibility based on employment status).
• Commuter Benefits – Convenient and cost-effective commuting options (eligibility based on employment status).
• Three Free Optimum Wellness Plans for Pets – Preventive and general care for your pets.
• Exclusive Discounts – Savings on a variety of products and services.

Benefits eligibility is based on employment status. Full-time associates are eligible for all benefit programs (Student Debt Program available for full-time DVMs only); part-time associates are eligible for benefits marked with an asterisk (*).