Client Service Coordinator
Banfield Pet Hospital, Reynoldsburg, OH, United States
Overview
If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.
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.
Responsibilities
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 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 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 finances by maintaining accurate balances and utilizing proper opening and closing procedures.
Conduct administrative functions as necessary and perform other duties as assigned.
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.
Qualifications and Capabilities
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: manage multiple tasks at one time with accuracy under distracting conditions.
Communication skills: fluent English, strong written and verbal communication.
Organizational ability: systematic, orderly, and able to bring order to confusion.
Problem solving: identify, analyze and solve problems with practical solutions.
Client service skills: consistently provide attentive, courteous, and informative service.
Intellectual ability: follow instructions communicated orally, in writing or diagram format.
Mathematical ability: basic arithmetic, rates, ratios and unit conversion.
Computer skills: proficiency with Microsoft Word, Excel, Access, Outlook, and related software.
Attitudes (WILLDO)
Initiative – uses discretion to solve problems and improves processes; takes on additional responsibilities as needed.
Integrity – adheres to values and ethics; exercises honesty and sound judgment.
Cooperativeness – collaborates and shares information with others.
Flexibility – open to changing situations and tasks.
Independence – able to perform tasks without supervision.
Tolerance for Stress / Resiliency – maintains a positive attitude and composure under pressure.
Working Conditions
Ability to work at a computer for long periods.
Confidence around pets (dogs, cats, birds, reptiles, etc.).
May require more than 40 hours per week, including weekends and evenings.
Noise level is moderately high.
Ambulatory ability to perform duties in the hospital; ability to stand, walk, stoop, kneel, crouch, and lift up to 50 pounds.
Hand-eye coordination and visual acuity to operate equipment and use a keyboard.
Experience, Education and/or Training
High School Diploma or equivalent preferred.
Must be at least 18 years old for radiography (x-ray) duties and exposure to radioactive substances.
One year related experience required; customer service preferred.
Medical background (veterinary technician, human healthcare, pharmaceutical) with medical terminology training is preferred.
EEO and Employment Details
We are a drug-free, smoke-free, equal opportunity employer. Company policy and federal/state laws prohibit discrimination based on age, color, race, religion, sex, disability, sexual orientation, or national origin.
Compensation and Benefits
The pay range for this role is $15.39 - $19.67 per hour. The pay range reflects a general hiring range for the area; specific rate is based on experience, skill level, and education and may vary by location or applicable minimum wage laws.
Total Rewards
Here at Banfield, we prioritize well-being and professional growth with a comprehensive total rewards package, including health, wellness, and financial support for you, your family, and your pets. Some benefits include:
Comprehensive Medical, Dental, and Vision Insurance
Retirement Plans (401(k) and Roth)
Student Debt Relief Program (for Full-Time DVMs)
Paid Time Off and Holidays
Mental Health and Wellbeing Resources
Associate Life Insurance (company-paid) and Optional Additional Coverage
Company-Paid Short- and Long-Term Disability
Flexible Spending Accounts (FSA) and Health Savings Account (HSA)
Paid Parental Leave
Continuing Education Allowance (for Eligible Positions)
Back-Up Child and Elder Care & Family Support Resources
Fertility and Family Building Support
Digital Exercise Therapy
Voluntary Protection Benefits and Legal Plan
Identity Protection and Commuter Benefits
Three Free Optimum Wellness Plans for Pets
Exclusive Discounts
Note: Benefits eligibility is based on employment status. Full-time Associates are eligible for all benefits; part-time Associates are eligible for those benefits with an asterisk.
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If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.
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.
Responsibilities
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 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 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 finances by maintaining accurate balances and utilizing proper opening and closing procedures.
Conduct administrative functions as necessary and perform other duties as assigned.
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.
Qualifications and Capabilities
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: manage multiple tasks at one time with accuracy under distracting conditions.
Communication skills: fluent English, strong written and verbal communication.
Organizational ability: systematic, orderly, and able to bring order to confusion.
Problem solving: identify, analyze and solve problems with practical solutions.
Client service skills: consistently provide attentive, courteous, and informative service.
Intellectual ability: follow instructions communicated orally, in writing or diagram format.
Mathematical ability: basic arithmetic, rates, ratios and unit conversion.
Computer skills: proficiency with Microsoft Word, Excel, Access, Outlook, and related software.
Attitudes (WILLDO)
Initiative – uses discretion to solve problems and improves processes; takes on additional responsibilities as needed.
Integrity – adheres to values and ethics; exercises honesty and sound judgment.
Cooperativeness – collaborates and shares information with others.
Flexibility – open to changing situations and tasks.
Independence – able to perform tasks without supervision.
Tolerance for Stress / Resiliency – maintains a positive attitude and composure under pressure.
Working Conditions
Ability to work at a computer for long periods.
Confidence around pets (dogs, cats, birds, reptiles, etc.).
May require more than 40 hours per week, including weekends and evenings.
Noise level is moderately high.
Ambulatory ability to perform duties in the hospital; ability to stand, walk, stoop, kneel, crouch, and lift up to 50 pounds.
Hand-eye coordination and visual acuity to operate equipment and use a keyboard.
Experience, Education and/or Training
High School Diploma or equivalent preferred.
Must be at least 18 years old for radiography (x-ray) duties and exposure to radioactive substances.
One year related experience required; customer service preferred.
Medical background (veterinary technician, human healthcare, pharmaceutical) with medical terminology training is preferred.
EEO and Employment Details
We are a drug-free, smoke-free, equal opportunity employer. Company policy and federal/state laws prohibit discrimination based on age, color, race, religion, sex, disability, sexual orientation, or national origin.
Compensation and Benefits
The pay range for this role is $15.39 - $19.67 per hour. The pay range reflects a general hiring range for the area; specific rate is based on experience, skill level, and education and may vary by location or applicable minimum wage laws.
Total Rewards
Here at Banfield, we prioritize well-being and professional growth with a comprehensive total rewards package, including health, wellness, and financial support for you, your family, and your pets. Some benefits include:
Comprehensive Medical, Dental, and Vision Insurance
Retirement Plans (401(k) and Roth)
Student Debt Relief Program (for Full-Time DVMs)
Paid Time Off and Holidays
Mental Health and Wellbeing Resources
Associate Life Insurance (company-paid) and Optional Additional Coverage
Company-Paid Short- and Long-Term Disability
Flexible Spending Accounts (FSA) and Health Savings Account (HSA)
Paid Parental Leave
Continuing Education Allowance (for Eligible Positions)
Back-Up Child and Elder Care & Family Support Resources
Fertility and Family Building Support
Digital Exercise Therapy
Voluntary Protection Benefits and Legal Plan
Identity Protection and Commuter Benefits
Three Free Optimum Wellness Plans for Pets
Exclusive Discounts
Note: Benefits eligibility is based on employment status. Full-time Associates are eligible for all benefits; part-time Associates are eligible for those benefits with an asterisk.
#J-18808-Ljbffr