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, ensures good communication with associates and clients, and coordinates the care of clients and pets in a welcoming and efficient manner, influencing clients to return and refer their friends and families.

ESSENTIAL RESPONSIBILITIES AND TASKS

• Live and exemplify the Five Principles of Mars, Inc.
• Actively recruit new clients by promoting hospital services and route the flow of clients and pets for superior client care and maximum productivity.
• Maximize the number of pets seen by the hospital team efficiently to support the needs of wellness plan clients.
• Provide exceptional service: encouraging visits, welcoming clients, ensuring comfort, and educating about pet health.
• Educate clients about Optimum Wellness Plans and assist with documentation and entering pet information.
• Assist outgoing clients with instructions, information, invoices, and scheduling future appointments.
• Manage finances by maintaining accurate balances and utilizing proper procedures.
• Conduct administrative functions as necessary.

THE FIVE PRINCIPLES

• 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 the responsibility of others.
• Mutuality – A mutual benefit is a shared benefit that endures.
• Efficiency – We use resources fully, waste nothing, and do only what we do best.
• Freedom – We need freedom to shape our future; we need profit to remain free.

HIRING 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 under distracting conditions without loss of accuracy.
• Fluent English communication skills, using appropriate grammar and vocabulary.
• Organizational ability to turn chaos into order.
• Problem-solving skills with practical solutions.
• Mathematical ability for basic computations and conversions.
• Computer skills with Microsoft Office.

ATTITUDES (WILLDO)

• Initiative – Willingness to find solutions and enhance processes.
• Integrity – Adhering to values and ethics with honesty and sound judgment.
• Cooperativeness – Willingness to collaborate and share information.
• Flexibility – Openness to change and willingness to perform all tasks assigned.
• Independence – Ability to perform tasks without supervision.
• Tolerance for Stress / Resiliency – Maintaining composure under stress.

SPECIAL WORKING CONDITIONS

• Ability to work at a computer for long periods.
• Confidence around pets (i.e., dogs, cats, etc.).
• More than 40 hours per week may be needed to complete essential duties.
• Requires good hand-eye coordination and dexterity to use a keyboard and operate equipment.

EXPERIENCE, EDUCATION AND/OR TRAINING

• High School Diploma or equivalent preferred.
• Must be at least 18 years old for radiography duties.
• One year related experience required, preferably in customer service.
• Medical background with terminology training preferred.