Coordinating the care of clients and pets in a happy, welcoming, friendly, and efficient manner is the core of this role. The Client Service Coordinator drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team, and ensures good communication with associates and clients.
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 their comfort, 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
Perform other job duties as assigned
Requirements
Customer focus
Peer relationships
Integrity and trust
Action-oriented
Listening skills
Preventative care and OWPs knowledge
Communication skills
Client service skills
Priority setting abilities
Time management skills
Ability to multi-task and manage multiple tasks at one time, quickly and accurately shifting attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration
Fluent English, using appropriate grammar, style, and vocabulary, correctly spelling commonly used English words and job-specific terms, with exceptionally strong written and verbal communication skills
Systematic approach in carrying out assignments, very orderly and excels at cutting through confusion and turning chaos into order
Strong ability to identify, analyze, and solve problems, translating problems into practical solutions
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Consistently ensures the team provides the client with attentive, courteous, and informative service, gaining and showing personal satisfaction from delivering great service
Accurately and consistently follows instructions delivered in an oral, written, or diagram format, and can provide directions
Ability to add, subtract, multiply, and divide, and to compute rate, ratio, and percent; ability to convert units of measurement
Comfortable and confident using a computer and specialized software, including Microsoft Word, Excel, Access, and Outlook
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
Firmly adheres to the values and ethics of Banfield Pet Hospitals, exhibiting honesty, discretion, and sound judgment
Willing to work with others, collaborating and compromising where necessary; promptly shares relevant information with others
Open to changing situations and opportunities and willing to perform all tasks assigned
Able and willing to perform tasks and duties without supervision
Maintains a positive "can do" outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations
Ability to work at a computer for long periods of time
Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.)
Must have mental processes for reasoning, remembering, mathematics, and language ability (reading, writing, and speaking the English language) to perform the duties proficiently
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
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
Benefits
Comprehensive Medical, Dental, and Vision Insurance
Generous Retirement Plans (401(k) and Roth) with a generous company match
Best-in-Class Student Debt Relief Program (for Full-Time DVMs only)
Paid Time Off and Holidays
Top-Tier Mental Health and Wellbeing Resources, including free coaching and counseling sessions
Associate Life Insurance (company-paid) and Supplemental Life Insurance options
Company-Paid Short- and Long-Term Disability
Flexible Spending Accounts (FSA) for healthcare and dependent care expenses
Health Savings Account (HSA) for medical expenses with pre-tax funds
Back-Up Child and Elder Care and Family Support Resources
Fertility and Family Building Support
Digital Exercise Therapy program
Voluntary Protection Benefits for hospital stays, critical illness, and accidents
Legal Plan
Identity Protection
Commuter Benefits
Three Free Optimum Wellness Plans for Pets
Exclusive Discounts on products and services
Important Details
Schedule: 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
The noise level in the work environment is moderately high
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
About the Company
A career at Banfield means working in the pet healthcare field alongside industry experts, making a difference in the lives of pets and clients through client education and effective communication. The company is a drug-free, smoke-free, equal opportunity employer that strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced.
Banfield Pet Hospital was founded in Portland, Ore.
