Client Retention Coordinator

Banfield Pet Hospital; Washington (District of Columbia); Remote; USD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Client Retention Coordinator to provide exceptional customer service and support to clients regarding Wellness Plans. This remote role requires strong communication skills and the ability to empathize with clients, especially during sensitive situations. You will educate clients, negotiate to retain them, and document interactions using specialized software. With competitive pay and a variety of benefits, this position offers an exciting opportunity to grow within a supportive and inclusive environment.

Benefits

Medical, dental, and vision insurance

Paid time off & holidays

401(k) Savings Plan with company match

Mental health support

Continuing Education allowance

Student Debt Relief

Paid Parental leave

Commuter Benefits

Legal Plan

Optimum Wellness Plans for pets

Qualifications

• One year of customer service experience required.
• Associate's degree preferred or equivalent experience.

Responsibilities

• Educate clients about Wellness Plans and retain them.
• Document all calls and resolutions using Client Retention software.
• Display a positive attitude towards clients at all times.

Skills

Customer Service

Communication

Empathy

Negotiation

Education

Associate’s Degree

Tools

Client Retention Software (PAWS)

Job description

This will be a remote role based out of the Banfield Pet Hospital headquarters in Vancouver, WA.

Starting Pay Rate:$19.33/hour with opportunities for merit increases (pay range: $19.24 - $26.46/hour)

Summary and Qualifications:

The primary purpose and function of the Client Retention Coordinator is to provide outstanding customer service to both internal and external clients, ability to communicate and educate clients on services and goods regarding Wellness Plans, approval to collect payment and cancel Wellness Plans, shows empathy and compassion while communicating with clients of deceased pets.

Essential Responsibilities and Tasks:

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Educate and negotiate in order to retain Banfield’s Wellness Plan clients.
• Utilize various strategic preservation techniques to educate clients about their Wellness Plans.
• Coordinate, if necessary, with hospitals to cancel Wellness Plans (under specific situations).
• Educate Banfield clients in regards to our Wellness Plan terms, conditions, services, and inclusions.
• Document all calls and resolutions using the Client Retention software in PAWS.
• Display a positive and professional attitude towards internal and external clients at all times.
• Respect and partner with fellow associates to achieve positive results within the team.
• Other job duties as assigned.

Special Working Conditions:

• Must be hardwired with a minimum 85mbs internet speed.
• Must have a quiet space to work.
• Ability to work at a computer for long periods of time.
• Project timelines and work volume/deadlines may often require more than 40 hours per week to complete essential duties of this job.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.

Experience, Education and/or Training:

• Associate’s degree is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• One year of Customer Service (Call Center, etc.) experience is required.

What We Offer – The Good Stuff:

• Competitive salary with paid time off & holidays so you can spend time with the people you love
• Medical, dental, and vision insurance for you and your loved ones
• Fertility and family-building assistance
• Paid Parental leave
• Practice Paid Basic Life Insurance
• Practice Paid Short- and Long-Term Disability
• Competitive referral program – join our team, bring your friends, and get paid*
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match
• Commuter Benefits
• Legal Plan
• Health Savings Account & Flexible Spending Account
• Mental health support and resources
• Paid Volunteering
• Optimum Wellness Plans for up to three pets
• Continuing Education allowance & MED hours for eligible positions
• Student Debt Relief (for full-time DVMs)
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more

Even More Good Stuff:

• Opportunities for growth and leadership roles at Banfield, Mars, and other divisions of Mars
• Health and well-being benefits to support quality of life
• Associate-led equity, inclusion, and diversity groups (we have 7 of them!)
• Awesome opportunities to volunteer through Mars Volunteer Program, like volunteering at coral reef cleanups or on research vessels!

*Terms and conditions apply

**Benefits eligibility is based on employment status

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. Banfield Pet Hospital is an equal opportunity employer. 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. #FT