Banfield Pet Hospital
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, and coordinates care in a friendly manner.
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 routing the flow of clients and pets to ensure superior client care and maximize 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 that they are comfortable, 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 required documentation, entering all pet information and history in the computer, using 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 using 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
Preventative care and OWPs
Communication Skills
Client Service Skills
Priority Setting
Time Management
English and Spanish (bilingual)
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.
Communication skills – Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary; demonstrates exceptionally strong written and verbal communication skills.
Organizational ability – Demonstrates a systematic approach in carrying out assignments; very orderly and excels at 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.
Intellectual ability – Accurately and consistently follows instructions delivered in an oral, written or diagram format.
Mathematical ability – Ability to add, subtract, multiply, divide and compute rates, ratios and percentages; can 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 finding solutions to problems; presents options and ideas to enhance current processes or procedures.
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 tasks 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; 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 related experience required with customer service preferred.
Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.
Equity & Compliance 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. 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.
Pay Range The pay range for this role is
$15.00 - $18.69 Hourly
Benefits
Comprehensive Medical, Dental, and Vision Insurance:
Enjoy peace of mind knowing your health and wellness are our top priorities. We've got your essential medical, dental, and vision care covered.
Generous Retirement Plans (401(k) and Roth):
Invest in your future and enjoy a generous company match to help you build a secure financial future.
Best‑in‑Class Student Debt Relief Program (for Full‑Time DVMs):
Banfield supports veterinary professionals in addressing student debt.
Paid Time Off and Holidays:
Take a break, recharge your well‑being, and celebrate days of personal significance with paid time off and holidays.
Top‑Tier Mental Health and Well‑being Resources:
Access industry‑leading resources, including free coaching and counseling sessions, to support your overall wellbeing and thrive.
Associate Life Insurance (company‑paid) & Supplemental Life Insurance:
Protect your loved ones with company‑paid Associate life insurance and option to purchase additional coverage.
Company‑Paid Short‑and Long‑Term Disability:
Secure financial protection if you face a temporary or long‑term disability.
Flexible Spending Accounts (FSA):
Save on healthcare and dependent care expenses by setting aside pre‑tax money.
Health Savings Account (HSA):
Make the most of your healthcare dollars with a tax‑advantaged HSA.
Paid Parental Leave:
Support growing families with paid parental leave for both birth and adoption.
Continuing Education Allowance (for Eligible Positions):
Banfield is committed to supporting the professional growth of our Associates.
Back‑Up Child and Elder Care & Family Support Resources:
Provide help to keep things running smoothly when life's unpredictable moments arise.
Fertility and Family Building Support:
Offer comprehensive support for fertility treatments and family‑building options.
Digital Exercise Therapy:
Stay active and healthy with a digital exercise therapy program.
Voluntary Protection Benefits:
Protect against the unexpected; can purchase coverage to support you financially during hospital stays, critical illness, and accidents.
Legal Plan:
Accessible legal plan covering a wide range of legal needs.
Identity Protection:
Safeguard personal information with alerts for suspicious activity.
Commuter Benefits:
Convenient commuting benefits, cost‑effective.
Three Free Optimum Wellness Plans for Pets:
Ensure pets receive the best preventive and general care.
Exclusive Discounts:
Unlock savings on products and services.
Benefits eligibility is based on employment status. Full‑time (FT) Associates are eligible for all benefit programs (Student Debt Program available for FT DVMs only); Part‑time Associates are eligible for those benefits with an asterisk (*).
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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 routing the flow of clients and pets to ensure superior client care and maximize 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 that they are comfortable, 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 required documentation, entering all pet information and history in the computer, using 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 using 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
Preventative care and OWPs
Communication Skills
Client Service Skills
Priority Setting
Time Management
English and Spanish (bilingual)
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.
Communication skills – Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary; demonstrates exceptionally strong written and verbal communication skills.
Organizational ability – Demonstrates a systematic approach in carrying out assignments; very orderly and excels at 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.
Intellectual ability – Accurately and consistently follows instructions delivered in an oral, written or diagram format.
Mathematical ability – Ability to add, subtract, multiply, divide and compute rates, ratios and percentages; can 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 finding solutions to problems; presents options and ideas to enhance current processes or procedures.
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 tasks 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; 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 related experience required with customer service preferred.
Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.
Equity & Compliance 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. 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.
Pay Range The pay range for this role is
$15.00 - $18.69 Hourly
Benefits
Comprehensive Medical, Dental, and Vision Insurance:
Enjoy peace of mind knowing your health and wellness are our top priorities. We've got your essential medical, dental, and vision care covered.
Generous Retirement Plans (401(k) and Roth):
Invest in your future and enjoy a generous company match to help you build a secure financial future.
Best‑in‑Class Student Debt Relief Program (for Full‑Time DVMs):
Banfield supports veterinary professionals in addressing student debt.
Paid Time Off and Holidays:
Take a break, recharge your well‑being, and celebrate days of personal significance with paid time off and holidays.
Top‑Tier Mental Health and Well‑being Resources:
Access industry‑leading resources, including free coaching and counseling sessions, to support your overall wellbeing and thrive.
Associate Life Insurance (company‑paid) & Supplemental Life Insurance:
Protect your loved ones with company‑paid Associate life insurance and option to purchase additional coverage.
Company‑Paid Short‑and Long‑Term Disability:
Secure financial protection if you face a temporary or long‑term disability.
Flexible Spending Accounts (FSA):
Save on healthcare and dependent care expenses by setting aside pre‑tax money.
Health Savings Account (HSA):
Make the most of your healthcare dollars with a tax‑advantaged HSA.
Paid Parental Leave:
Support growing families with paid parental leave for both birth and adoption.
Continuing Education Allowance (for Eligible Positions):
Banfield is committed to supporting the professional growth of our Associates.
Back‑Up Child and Elder Care & Family Support Resources:
Provide help to keep things running smoothly when life's unpredictable moments arise.
Fertility and Family Building Support:
Offer comprehensive support for fertility treatments and family‑building options.
Digital Exercise Therapy:
Stay active and healthy with a digital exercise therapy program.
Voluntary Protection Benefits:
Protect against the unexpected; can purchase coverage to support you financially during hospital stays, critical illness, and accidents.
Legal Plan:
Accessible legal plan covering a wide range of legal needs.
Identity Protection:
Safeguard personal information with alerts for suspicious activity.
Commuter Benefits:
Convenient commuting benefits, cost‑effective.
Three Free Optimum Wellness Plans for Pets:
Ensure pets receive the best preventive and general care.
Exclusive Discounts:
Unlock savings on products and services.
Benefits eligibility is based on employment status. Full‑time (FT) Associates are eligible for all benefit programs (Student Debt Program available for FT DVMs only); Part‑time Associates are eligible for those benefits with an asterisk (*).
#J-18808-Ljbffr