Client Service Coordinator

Overview

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 the care of clients and pets in a welcoming, efficient manner. Weekend availability is required.

• 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 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, using proper identification, and ensuring prompt service.
• Assist outgoing clients by providing instructions, information and invoices, dispensing prescription items per the veterinarian’s instructions, selling retail products, and scheduling future appointments.
• Manage finances by maintaining accurate balances and following 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 – Individuals and associates share responsibility for outcomes.
• Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.
• Efficiency – Use resources to the full, waste nothing, and do what we do best.
• Freedom – Freedom to shape our future and profit to remain free.

• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening

• Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

• Ability to multi-task – Manages multiple tasks at one time; shifts attention among tasks under distracting conditions without loss of accuracy.
• Communication skills – Reads, writes and speaks fluent English with proper grammar and terminology.
• Organizational ability – Demonstrates a systematic approach and turns confusion into order.
• Problem solving skills – Identifies, analyzes and solves problems with practical solutions.
• Client service skills – Ensures attentive, courteous and informative service.
• Intellectual ability – Follows instructions delivered in multiple formats; can provide directions.
• Mathematical ability – Performs basic arithmetic and unit conversions as needed.
• Computer skills – Proficient with computers and software (e.g., Word, Excel, Access, Outlook).

• Initiative – Uses discretion to solve problems and improve processes; takes on additional responsibility.
• Integrity – Adheres to values and ethics; demonstrates honesty and sound judgment.
• Cooperativeness – Works with others, shares information, and collaborates.
• Flexibility – Adapts to changing situations and tasks.
• Independence – Performs duties without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive attitude and composure under pressure.

• Prolonged computer use and need to be confident around pets (dogs, cats, birds, reptiles, etc.).
• May require more than 40 hours per week, including weekends and evenings.
• Mental processes for reasoning, memory, mathematics and language (English) required.
• Moderate noise level in the work environment.
• Ambulatory requirements to perform duties in hospital; ability to stand, walk, stoop, kneel, crouch, lift/move up to 50 pounds.
• Good hand-eye coordination and vision for keyboard use and equipment operation.
• Exposure to pets and potential hazards; may involve anesthesia, radiation, biological hazards and medications.

• High…