CLIENT SERVICE COORDINATOR

A Caring Doctor (Minnesota), P.A.; Cincinnati (OH); On-site; USD 20,664 - 25,747; Full time

Benefits offered by this job

Comprehensive Medical Insurance

Generous 401(k) Plan

Paid Time Off

Mental Health Resources

Continuing Education Allowance

Job summary

VCA Inc. in Cincinnati, Ohio is looking for a Client Service Coordinator who will manage client and pet flow, ensuring efficient hospital operations. You'll deliver exceptional service while educating clients on their pets' health and hospital services. A focus on teamwork, strong communication, and client care is essential.

This role offers comprehensive pay and benefits including medical, dental, and a retirement plan. Candidates with strong client service skills and a high school diploma or equivalent are encouraged to apply.

Qualifications

• At least 18 years old to perform duties involving radiography.
• One year of related experience required; customer service preferred.
• Medical background with terminology training preferred.

Responsibilities

• Drive the flow of clients and pets through the hospital.
• Maximize the productivity of the veterinary medical team.
• Provide exceptional service at all times to clients and pets.

Skills

Customer Focus

Client Service Skills

Communication Skills

Problem Solving Skills

Organizational Ability

Education

High School Diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

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.

Job Summary

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 to influence clients to return and refer their friends and families.

Essential Responsibilities and Tasks

• 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 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 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.
• Other job duties as assigned.

The Five 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.

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.
• Ability to multi‑task: manages multiple tasks at one time, quickly and accurately shifts attention under distracting conditions.
• Communication skills: reads, writes and speaks fluent English using appropriate grammar and vocabulary; demonstrates exceptionally strong written and verbal communication skills.
• Organizational ability: demonstrates systematic approach, is orderly and can turn chaos into order.
• Problem solving skills: identifies, analyzes and solves problems, translates them into practical solutions.
• Client service skills: consistently ensures the team provides attentive, courteous and informative service.
• Intellectual ability: accurately and consistently follows instructions delivered orally, in writing or diagrams.
• Mathematical ability: adds, subtracts, multiplies and divides; computes rates, ratios and percentages.
• Computer skills: comfortable and confident using a computer and specialized software including Microsoft Word, Excel, Access and Outlook.
• Initiative: takes appropriate steps to find solutions, presents options and ideas, takes on additional responsibility.
• Integrity: adheres to values and ethics of Banfield Pet Hospitals, exhibits honesty, discretion and sound judgment.
• Cooperativeness: willing to work with others, collaborates and compromises, promptly shares relevant information.
• Flexibility: open to changing situations and opportunities, willing to perform all tasks assigned.
• Independence: performs tasks without supervision.
• Tolerance for Stress / Resiliency: maintains positive outlook, rebounds quickly from frustrations, keeps composure while dealing with stressful situations.

Special Working Conditions

• Ability to work at a computer for long periods.
• Ability to be confident around pets including dogs, cats, birds, reptiles.
• Client needs and work volume may often require more than 40 hours per week, including weekends and evenings.
• Requires mental processes for reasoning, remembering, mathematics and language ability.
• Noise level in the work environment is moderately high.
• Requires ambulatory skills: stand, walk, stoop, kneel, crouch, climb; lift, carry or move up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity and visual acuity to use a keyboard and operate equipment.
• Exposure to a variety of pets that may bite or scratch; exposure to anesthesia, radiation, biological hazards and medication/controlled substances.

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 of related experience required; customer service preferred.
• Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred.

Pay & Benefits

Pay range: $15.00 - $18.69 Hourly. The specific rate is determined based on experience, skill level and education.

Benefits:

• Comprehensive Medical, Dental and Vision Insurance.
• Generous 401(k) and Roth retirement plans with company match.
• Student Debt Relief Program for full time DVMs.
• Paid Time Off and Holidays.
• Mental Health and Wellbeing Resources, free coaching and counseling.
• Associate Life Insurance (company‑paid) and supplemental options.
• Short- and Long-Term Disability coverage.
• Flexible Spending Accounts (FSA).
• Health Savings Account (HSA).
• Paid Parental Leave.
• Continuing Education Allowance for eligible positions.
• Back‑up Child and Elder Care and Family Support Resources.
• Fertility and Family Building Support.
• Digital Exercise Therapy program.
• Voluntary Protection Benefits.
• Legal Plan.
• Identity Protection.
• Commuter Benefits.
• Three free Optimum Wellness Plans for pets.
• Exclusive Discounts on products and services.

Equal Opportunity Employer Statement

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 and expression, 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.