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Client Service Coordinator – Position Description

Summary of Purpose

The Client Service Coordinator (CSC) plays a vital role in ensuring a smooth, efficient, and welcoming experience for clients and their pets. This role supports the veterinary medical team by managing client flow, enhancing productivity, and delivering excellent service. The CSC builds client loyalty by fostering a friendly and professional atmosphere that encourages repeat visits and referrals.

Key Responsibilities

• Embody and promote the Five Principles of Mars, Inc.: Quality, Responsibility, Mutuality, Efficiency, and Freedom.
• Greet clients and pets warmly, ensuring a comfortable and engaging environment.
• Guide the flow of clients and pets to maximize team productivity and client satisfaction.
• Promote hospital services and wellness plans to encourage new client acquisition.
• Educate clients on preventative care, hospital offerings, and Optimum Wellness Plans (OWPs).
• Assist with check-in by entering pet details, applying ID tags, and completing documentation.
• Support check-out by providing clear instructions, processing invoices, dispensing medications, and scheduling follow-up appointments.
• Accurately handle financial transactions, including daily opening and closing procedures.
• Perform administrative duties as assigned.
• Deliver consistently professional, efficient, and empathetic service.

Core Competencies

Leadership Qualities

• Customer Focus
• Peer Collaboration
• Integrity & Trust
• Action-Oriented
• Active Listening

Functional Skills

• Communication (Verbal and Written)
• Prioritization and Time Management
• Client Service Excellence
• Knowledge of Preventative Care and Wellness Plans

Required Capabilities

Skills & Abilities (Can Do)

• Multitasking: Handles multiple priorities effectively in a fast-paced environment.
• Communication: Speaks and writes fluent English with strong grammar and vocabulary.
• Organization: Maintains orderly processes and helps create structure from chaos.
• Problem Solving: Quickly identifies issues and offers practical, effective solutions.
• Customer Service: Enthusiastic about helping clients and delivering excellent service.
• Cognitive Ability: Follows directions and processes information accurately.
• Math Proficiency: Understands basic math, percentages, and unit conversions.
• Technical Skills: Comfortable using computers and software (e.g., Microsoft Office Suite).

Attitude & Work Ethic (Will Do)

• Initiative: Takes proactive steps to improve service and efficiency.
• Integrity: Maintains high ethical standards and confidentiality.
• Team Player: Cooperates and communicates effectively with colleagues.
• Adaptability: Willing to accept new tasks and work flexible hours, including evenings and weekends.
• Self-Reliance: Works independently without requiring constant supervision.
• Stress Management: Remains positive and composed under pressure.

Working Conditions

• Must be able to sit at a computer for extended periods.
• Requires comfort and confidence around animals (dogs, cats, birds, reptiles, etc.).
• May need to work over 40 hours/week depending on hospital needs.
• Requires physical ability to stand, walk, kneel, crouch, climb, and lift up to 50 lbs.
• Requires dexterity, visual acuity, and ability to operate equipment.
• Exposure to animal bites/scratches, anesthesia, radiation, biological hazards, and medications.

Qualifications

• High school diploma or equivalent preferred.
• Must be at least 18 years old to assist with radiographic procedures.
• At least one year of related experience; customer service background preferred.
• Veterinary, medical, or pharmaceutical background is a plus, especially with medical terminology.

Equal Opportunity Statement

We are a drug-free, smoke-free, equal opportunity employer. Discrimination based on age, race, color, religion, sex, disability, sexual orientation, or national origin is strictly prohibited under company policy and applicable laws.

The pay range for this role is

$16.16 - $20.66 Hourly

The pay range listed reflects a general hiring range for the area, with the specific rate determined based on the candidate’s experience, skill level, and education, and may vary depending on location or applicable minimum wage laws.

Here at Banfield, we prioritize your well-being and professional growth by offering a comprehensive total rewards package, including health, wellness, and financial support for you, your family, and even your pets. Check out some of our “Meow-velous” 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): At Banfield, we understand the significant financial burden of student debt on veterinarians. We are committed to supporting our veterinary professionals and believe that addressing student debt is crucial for the long-term health of the veterinary profession.
• Paid Time Off and Holidays: Take a break, recharge your wellbeing, and celebrate days of personal significance with paid time off and holidays.*
• Top-Tier Mental Health and Wellbeing Resources: Your mental health matters. Access our industry-leading resources, including free coaching and counseling sessions, to support your overall wellbeing and help you thrive.*
• Associate Life Insurance (company-paid) & Supplemental Life Insurance: Protect your loved ones with our company-paid Associate life insurance and have the option to purchase additional coverage for extra peace of mind.
• Company-Paid Short- and Long-Term Disability: Feel secure knowing that if you face a temporary or long-term disability, you’ll have financial protection.
• Flexible Spending Accounts (FSA): Save on healthcare and dependent care expenses by setting aside pre-tax money. It's a smart way to manage your budget and take care of your needs.
• Health Savings Account (HSA): Make the most of your healthcare dollars with a tax-advantaged HSA, allowing you to pay for medical expenses with pre-tax funds.
• Paid Parental Leave: We support growing families with paid parental leave for both birth and adoption, giving you precious time to bond with your new family addition.
• Continuing Education Allowance (for Eligible Positions): Banfield is committed to supporting the professional growth of our Associates. This allowance provides financial assistance to pursue continuing education opportunities.*
• Back-Up Child and Elder Care & Family Support Resources: When life's unpredictable moments arise, our backup care and family support benefits provide the help you need to keep things running smoothly.*
• Fertility and Family Building Support: We're here for you on your journey to parenthood, offering comprehensive support for fertility treatments and family-building options.
• Digital Exercise Therapy: Stay active and healthy with our digital exercise therapy program, designed to fit your busy lifestyle, and keep you moving.
• Voluntary Protection Benefits: Get peace of mind with protection against the unexpected. You can purchase coverage to help support you financially during hospital stays, critical illness, and accidents.*
• Legal Plan: Gain extra peace of mind with our affordable and accessible legal plan which includes coverage for a wide range of legal needs.*
• Identity Protection: Identity Protection helps safeguard your personal information by alerting you to suspicious activity and providing support if your information is stolen.*
• Commuter Benefits: Say goodbye to commuting stress with our commuter benefits, making your daily journey more convenient and cost-effective.*
• Three Free Optimum Wellness Plans for Pets: We care about your furry friends too! Enjoy three free wellness plans to ensure your pets receive the best preventive and general care.*
• Exclusive Discounts: Unlock a world of savings with our wide variety of exclusive discounts on products and services, making life more affordable and enjoyable.*

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 (*).