Client Service Coordinator

SUMMARY OF JOB PURPOSE AND FUNCTION

The Client Service Coordinator 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 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 comfort, and educating about pet 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, and ensuring prompt service.
• Assist outgoing clients by providing 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.

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; 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.

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 or appearance of frustration.
• Communication skills – Reads, writes and speaks fluent English, demonstrating strong written and verbal skills.
• Organizational ability – Systematic approach, excels at turning chaos into order.
• Problem solving skills – Strong ability to identify, analyze and solve problems.
• Client service skills – Ensures the team provides attentive, courteous, and informative service.
• Intellectual ability – Follows instructions delivered in various formats, can provide directions.
• Mathematical ability – Adds, subtracts, multiplies, divides, and computes rates and ratios.
• Computer skills – Uses computers and specialized software comfortably and confidently.

ATTITUDES (WILL DO)

• Initiative – Willingness to use discretion in finding solutions and enhancing processes.
• Integrity – Adheres to the values and ethics of Banfield Pet Hospitals.
• Cooperativeness – Willing to work with others and share information.
• Flexibility – Open to changing situations and willing to perform all tasks assigned.
• Independence – Willing to perform tasks without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive outlook and composure in stressful situations.

SPECIAL WORKING CONDITIONS

• Ability to work at a computer for long periods.
• Confidence around pets (i.e., dogs, cats, birds, reptiles, etc.)
• Work may require more than 40 hours per week, including weekends and evenings.
• Mental processes for reasoning, remembering, mathematics, and language ability required.
• Moderately high noise level in the work environment.
• Ambulatory skills required to perform duties at hospital.
• Ability to stand, walk, stoop, kneel, crouch, and manipulate up to 50 pounds.
• Dexterity and visual acuity required for using a keyboard and operating equipment.
• Exposure to pets that may bite or scratch, and occasionally to anesthesia, radiation, and biological hazards.

EXPERIENCE, EDUCATION AND/OR TRAINING

• High School Diploma or equivalent preferred.
• Must be at least 18 years old for duties involving radiography and radioactive substances.
• One year related experience required; customer service preferred.
• Medical background with terminology training preferred.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Banfield Pet Hospital supports and values individual uniqueness and promotes a work environment where diversity is embraced.