Client Service Coordinator

3M HEALTHCARE; Huntington Beach (CA); On-site; USD 23,419 - 28,929; Full time

Benefits offered by this job

Health insurance

Dental Insurance

401(k) retirement plan

Paid time off

Employee discounts

Job summary

Banfield Pet Hospitals is seeking a Client Service Coordinator to drive patient flow, greet clients and pets, and support the veterinary team in delivering high-quality care.

You will educate clients about Optimum Wellness Plans, assist with scheduling and invoicing, and ensure smooth front-desk operations in a fast-paced hospital. Excellent communication and multitasking are essential.

Qualifications

• High school diploma or equivalent preferred.
• Strong communication and organizational abilities.
• Prior customer service experience in a clinical or retail setting is beneficial.

Responsibilities

• Serve as the liaison between clients, pets and hospital staff to promote smooth flow.
• Educate clients about wellness plans and veterinary services while maintaining friendly service.
• Assist with client documentation, appointments, and finances with accuracy.
• Promote a welcoming, professional environment and handle multiple tasks efficiently.

Skills

Leadership

Customer Focus

Peer Relationships

Integrity & Trust

Action Oriented

Listening

Preventative care

Communication Skills

Client Service Skills

Priority Setting

Time Management

Multitasking

Education

High School Diploma or equivalent

Tools

Microsoft Word

Excel

Access

Outlook

Job description

Summary of Job Purpose and Function

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

• 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. 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.
• 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 (Can Do)

• Ability to multi-task – Manages multiple tasks at once; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Communication skills – Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary. Correctly spells commonly used English words and job specific terms. Demonstrates exceptionally strong written and verbal communication skills.
• Organizational ability – Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order.
• Problem solving skills – Demonstrates a strong ability to identify, analyze and solve problems. Translates problems into practical solutions.
• Client service skills – Consistently ensures the team provides the client with attentive, courteous and informative service. Gains and shows personal satisfaction from delivering great service.
• Intellectual ability – Accurately and consistently follows instructions delivered in an oral, written or diagram format. Can provide directions.
• Mathematical ability – Ability to add, subtract, multiply, and divide, and to compute rate, ratio and percent; ability to convert units of measurement.
• Computer skills – Comfortably and confidently uses a computer and specialized software. Microsoft Word, Excel, Access, Outlook, etc.

Attitudes (Willdo)

• Initiative – 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.
• Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals. Exhibits honesty, discretion, and sound judgment.
• Cooperativeness – Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.
• Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned.
• Independence – Able and willing to perform tasks and duties without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive "can do" outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.

Special Working Conditions

• Ability to work at a computer for long periods of time.
• Ability to be confident around pets (dogs, cats, birds, reptiles, etc.).
• Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. 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.
• 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.
• 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.

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.

Compensation

Pay range: $16.93 - $21.63 per hour. 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.

Benefits

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.

• Comprehensive Medical, Dental, and Vision Insurance.
• Gracious Retirement Plans (401(k) and Roth) with company match.
• Student Debt Relief Program (for Full-Time DVMs).
• Paid Time Off and Holidays.
• Top-Tier Mental Health and Well-being Resources.
• Associate Life Insurance (company-paid) & Supplemental Life Insurance.
• Company-Paid Short- and Long-Term Disability.
• Flexible Spending Accounts (FSA).
• Health Savings Account (HSA).
• Paid Parental Leave (birth and adoption).
• Continuing Education Allowance (for Eligible Positions).
• Back-Up Child and Elder Care & Family Support Resources.
• Fertility and Family Building Support.
• Digital Exercise Therapy.
• Voluntary Protection Benefits.
• Legal Plan.
• Identity Protection.
• Commuter Benefits.
• Three Free Optimum Wellness Plans for Pets.
• Exclusive Discounts.

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 (*).