Client Service Coordinator

Overview

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• 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 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 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.

• 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.

COMPETENCIES

• Leadership
• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• Functional
• Preventative care and OWPs
• Position Description
• Client Service Coordinator - Job Description.docx
• 2 of 3 Last Revised: 08/20/2013
• JP

• 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 and vocabulary; demonstrates strong written and verbal communication skills.
• Organizational ability – Demonstrates a systematic approach; very orderly and skilled at turning chaos into order.
• Problem solving – Identifies, analyzes and solves problems; translates problems into practical solutions.
• Client service skills – Delivers attentive, courteous and informative service; gains personal satisfaction from delivering great service.
• Intellectual ability – Follows instructions delivered in oral, written or diagram formats; can provide directions.
• Mathematical ability – Performs basic arithmetic and unit conversions; computes rate, ratio and percent.
• Computer skills – Proficient with computer and software (Microsoft Word, Excel, Access, Outlook, etc.).

• Initiative – Willingness to use discretion to solve problems; takes on additional responsibility when needed.
• Integrity – Adheres to values and ethics; demonstrates honesty and sound judgment.
• Cooperativeness – Willing to work with others; shares relevant information promptly.
• Flexibility – Open to changing situations and tasks.
• Independence – Able to perform tasks without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive outlook and composure under stress.

• Ability to work at a computer for long periods.
• Ability to be confident around pets (dogs, cats, birds, reptiles, etc.).
• Client needs and work volume may require more than 40 hours per week; includes weekends and evenings.
• Requires mental processes for reasoning, memory, mathematics and language (English) to…