Client Service Coordinator

Client Service Coordinator – Banfield Pet Hospital

Summary:

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 welcoming and efficient manner to influence clients to return and refer others.

• Promote 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 wellness plan clients.
• Provide professional, efficient and exceptional service at all times; welcome clients and pets, ensure comfort, and educate 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, and ensuring prompt service.
• Assist outgoing clients by providing 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 following opening and closing procedures.
• Conduct administrative functions as necessary.
• Adhere to the Five Principles of Mars, Inc. (Quality, Responsibility, Mutuality, Efficiency, Freedom) in daily work and team interactions.

• Quality – The consumer is our boss; quality is our work and value for money is our goal.
• Responsibility – We demand total responsibility from ourselves and support responsibility in others.
• Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.
• Efficiency – Use resources fully and do only what we can do best.
• Freedom – We need freedom to shape our future; profit to remain free.

• Leadership
• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• Functional
• Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

• Ability to multi-task; manage multiple tasks with accuracy under distraction.
• Strong communication skills; fluent English with strong written and verbal ability.
• Organizational ability; turning chaos into order.
• Problem solving; identify, analyze and translate problems into practical solutions.
• Client service skills; deliver attentive, courteous service and derive satisfaction from helping clients.
• Intellectual ability; follow instructions accurately and provide directions.
• Mathematical ability; simple arithmetic, unit conversions, etc.
• Computer skills; proficient with Microsoft Word, Excel, Outlook, and related software.

• Initiative, integrity, cooperativeness, flexibility, independence.
• Resilience under stress; maintain a positive attitude and composure in challenging situations.

• Ability to work at a computer for long periods; confident around pets (dogs, cats, birds, reptiles).
• May require more than 40 hours per week including weekends and evenings.
• Must have mental processes for reasoning, memory, mathematics and language (English).
• Moderate noise level; ambulatory requirements; ability to stand, walk, kneel, lift up to 50 pounds; fine motor and visual acuity necessary for keyboard and equipment use.
• Exposure to pets that may bite or scratch; possible exposure to anesthesia, radiation, biological hazards and medications.

• High School Diploma or equivalent preferred.
• Must be at least 18 years old to perform duties involving radiography and exposure to radioactive substances.
• One year related experience required; customer service preferred.
• Medical background with medical terminology training is preferred.

We are a drug-free, smoke-free, equal opportunity employer. Banfield Pet Hospital supports diversity and prohibits discrimination in employment. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, protected veteran status, or disability. Banfield Pet Hospital complies with all applicable laws governing nondiscrimination.

• Entry level

• Part-time

• Business Development and Sales

• Veterinary Services