Client Service Coordinator

Client Service Coordinator SUMMARY OF JOB PURPOSE AND FUNCTION 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. ESSENTIAL RESPONSIBILITIES AND TASKS u2022 Live and exemplify the Five Principles of Mars, Inc. within self and team. u2022 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. u2022 Maximize the number of pets seen by the hospital team through through a productive and efficiently run hospital to support the needs of our wellness plan clients. u2022 Provide professional, efficient and exceptional service at all times. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet's health. u2022 Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services u2022 Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service. u2022 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. u2022 Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures. u2022 Conduct administrative functions as necessary. u2022 Other job duties as assigned. THE FIVE PRINCIPLES u2022 Quality u2013 The consumer is our boss, quality is our work and value for money is our goal. u2022 Responsibility u2013 As individuals, we demand total responsibility from ourselves; as associates, we support the responsibility of others. u2022 Mutuality u2013 A mutual benefit is a shared benefit; a shared benefit will endure. u2022 Efficiency u2013 We use resources to the full, waste nothing and do only what we can do best. u2022 Freedom u2013 We need freedom to shape our future; we need profit to remain free. HIRING QUALIFICATIONS / COMPETENCIES Leadership u2022 Customer Focus u2022 Peer Relationships u2022 Integrity & Trust u2022 Action Oriented u2022 Listening Functional u2022 Preventative care and OWPs u2022 Communication Skills u2022 Client Service Skills u2022 Priority Setting u2022 Time Management CAPABILITIES AND EXPERIENCE (CAN DO) u2022 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. u2022 Communication skills - Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary. Correctly spells commonly used English words and job specific terms. Demonstrates exceptionally strong written and verbal communication skills. u2022 Organizational ability u2013 Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order. u2022 Problem solving skills - Demonstrates a strong ability to identify, analyze and solve problems. Translates problems into practical solutions. u2022 Client service skills - Consistently ensures the team provides the client with attentive, courteous and informative service. Gains and shows personal satisfaction from delivering great service. u2022 Intellectual ability - Accurately and consistently follows instructions delivered in an oral, written or diagram format. Can provide directions. u2022 Mathematical ability - Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement. u2022 Computer skills - Comfortably and confidently uses a computer and specialized software. Microsoft Word, Excel, Access, Outlook, etc. ATTITUDES (WILL DO) u2022 Initiative u2013 shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures. Takes on additional responsibility when both big and small tasks need to be done. u2022 Integrity u2013 Firmly adheres to the values and ethics of Banfield Pet Hospitals. Exhibits honesty, discretion, and sound judgment. u2022 Cooperativeness u2013 Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others. u2022 Flexibility u2013 Is open to changing situations and opportunities and is willing to perform all tasks assigned. u2022 Independence u2013 Able and willing to perform tasks and duties without supervision. u2022 Tolerance for Stress / Resiliency u2013 Maintains a positive u201ccan dou201d outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations. SPECIAL WORKING CONDITIONS u2022 Ability to work at a computer for long periods of time. u2022 Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.) u2022 Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. This position requires special hours including working weekends and evenings. u2022 Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently. u2022 The noise level in the work environment is moderately high. u2022 Requires sufficient ambulatory skills in order to perform duties while at hospital. u2022 Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds. u2022 Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate equipment. u2022 Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. u2022 Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances. EXPERIENCE, EDUCATION AND/OR TRAINING u2022 High School Diploma or equivalent preferred. u2022 Must be at least 18 years old to perform duties involving radiography (x-ray) and exposure to radioactive substances. u2022 One year related experience required with customer service preferred. u2022 Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred. WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER. Banfield Pet Hospitalu00ae strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location.

Created: 2025-11-15