Client Service Representative

Client Service Coordinator

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 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:

• 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.

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
• Communication skills
• Organizational ability
• Problem solving skills
• Client service skills
• Intellectual ability
• Mathematical ability

Attitudes (Will Do):

• Initiative
• Integrity
• Cooperativeness
• Flexibility
• Independence
• Tolerance for Stress / Resiliency

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.
• 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.

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.

A career at Banfield means you'll find yourself working in the pet healthcare field alongside industry experts with a chance to make a difference in the lives of pets and the clients we serve through client education and effective communications. Work in a fun team environment that offers a clear career path you can pursue if continued growth and learning is your goal. Banfield offers all associates a generous benefits package including 401(k), paid time off, and Optimum Wellness Plans® for your pets. In addition, medical, vision, and dental insurance is offered to associates based on eligibility.

You must believe preventive care is the best and only way to achieve a long and healthy life for each pet. You must embrace and thrive on providing exceptional client and pet experiences. You must be available to work weekend and evening shifts. You must be comfortable working in an environment with loud noise and strong smells. We are a drug-free, smoke-free, equal opportunity employer.