Description
BANFIELD PET HOSPITAL
CLIENT SERVICE COORDINATOR - CO
Effective: 9/8/2024
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
• 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. 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.
• Educate clients about Optimum Wellness Plans, preventative care, pet health needs and
hospital services.
• 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.
• 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.
• Manage the 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 – As individuals, we demand total responsibility from ourselves; as associates,
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- 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.
• 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.
• Organizational ability – Demonstrates a systematic approach in carrying out assignments. Is
very orderly and excels at cutting through confusion and turning chaos into order.
• Problem solving skills - Demonstrates a strong ability to identify, analyze and solve
problems. Translates problems into practical solutions.
• 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.
• Intellectual ability - Accurately and consistently follows instructions delivered in an oral,
written or diagram format. Can provide directions.
• Mathematical ability - Ability to add, subtract, multiply and divide, and to compute rate, ratio
and percent; ability to convert units of measurement.
• Computer skills - Comfortably and confidently uses a computer and specialized software.
Microsoft Word, Excel, Access, Outlook, etc.
ATTITUDES (WILL DO)
• Initiative – 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.
• Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals. Exhibits
honesty, discretion, and sound judgment.
• Cooperativeness – Willing to work with others, collaborating and compromising where
necessary; promptly share relevant information with others.
• Flexibility – Is open to changing situations and opportunities and is willing to perform all asks
assigned.
• Independence – Able and willing to perform tasks and duties without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive “can do” outlook, rebounds quickly
from frustrations and unpleasantness, and maintains composure and friendly demeanor while
dealing with stressful situations.
SPECIAL WORKING CONDITIONS
• Ability to work at a computer for long periods of time.
• Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.)
• 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.
• Must have mental processes for reasoning, remembering, mathematics and language ability
(reading, writing, and speaking the English language) to perform the duties proficiently. • The noise level in the work environment is moderately high.
• Requires sufficient ambulatory skills in order to perform duties while at hospital.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move)
up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and
visual acuity to use a keyboard and operate equipment.
• Specific vision abilities required by this job include close vision, distance vision, color vision,
peripheral vision, depth perception, and ability to adjust focus.
• 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
• High School Diploma or equivalent preferred.
• Must be at least 18 years old to perform duties involving radiography (x-ray) and exposure to
radioactive substances.
• One year of related experience required with customer service preferred.
• Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with
medical terminology training is preferred.
COMPENSATION & BENEFITS
• Pay Range for this role is $15.00 - $23.35/hour. Specific pay rates are dependent on
experience, skill level, and education of the candidate, as well as geographic location.
• Banfield offers an industry competitive benefits package and continues to invest in
and evolve benefits programs that meet the health, wellness, and financial needs of
our associates. Our benefits package includes:
o Medical, Dental, Vision
o Basic Life (company paid) & Supplemental Life
o Short- and Long-Term Disability (company paid)
o Flexible Spending Accounts
o Commuter Benefits*
o Legal Plan*
o Health Savings Account with company funding
o 401(k) with generous company match*
o Paid Time Off & Holidays*
o Paid Parental Leave
o Student Debt Program (for FT DVMs)
o Continuing Education allowance for eligible positions*
o Free Optimum Wellness Plans for your pets' preventive and general care*
*Benefits eligibility is based on employment status. FT associates are eligible for all benefits programs
(Student Debt Program available for FT DVMs only); PT associates are eligible for those benefits highlighted
with an asterisk*.
WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.
Banfield Pet Hospital® 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.
Last Updated: 10/1/2024
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