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, friendly, 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. 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 their comfort in the hospital, and educating them about their pet's health.
• Educate clients about Optimum Wellness Plans, preventative care, 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, selling retail products, and scheduling future appointments.
• Manage finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Other job duties as assigned.

HIRING QUALIFICATIONS

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

CAPABILITIES AND EXPERIENCE (CANDO)

• Ability to multi-task: Manages multiple tasks simultaneously; shifts attention among tasks without loss of accuracy.
• Communication skills: Reads, writes, and speaks fluent English; demonstrates strong written and verbal communication skills.
• Organizational ability: Systematic approach in assignments; excels at turning chaos into order.
• Problem solving skills: Strong ability to identify, analyze, and solve problems effectively.
• Client service skills: Provides attentive, courteous, and informative service, gaining satisfaction from delivering great service.
• Intellectual ability: Follows instructions accurately and can provide directions.
• Mathematical ability: Basic arithmetic skills; ability to compute rate, ratio, and percent.
• Computer skills: Confidently uses a computer and specialized software, including Microsoft Office applications.

ATTITUDES (WILLDO)

• Initiative: Willingness to find solutions to problems; takes on additional responsibilities as needed.
• Integrity: Adheres to the values and ethics of Banfield Pet Hospitals.
• Cooperativeness: Willing to collaborate and share information with others.
• Flexibility: Open to changing situations and opportunities.
• Independence: Able to perform under pressure while maintaining composure and a friendly demeanor.