Client Service Coordinator

Marsveterinary; Lexington (KY); On-site; USD 20,664 - 24,383; Full time

Benefits offered by this job

Medical Insurance

401(k) Retirement Plan

Paid Time Off

Employee Discounts

Continuing Education

Job summary

Mars Veterinary is seeking a Client Service Coordinator to manage client and pet flow, ensuring a friendly, efficient service that supports the veterinary team and wellness plans. The role emphasizes client education, messaging, and responsiveness to inquiries.

Ideal candidates will have strong English communication, multitasking ability, and experience in customer service. The position may involve evenings or weekends to maintain patient care and service levels.

Qualifications

• High School Diploma or equivalent preferred.
• One year related customer service experience required.
• Medical terminology training preferred.

Responsibilities

• Live and exemplify the Five Principles of Mars, Inc.
• Promote hospital services and route clients to maximize productivity.
• Maximize pets seen by a well-run hospital to support wellness plans.

Skills

Leadership

Customer Focus

Communication Skills

Time Management

Problem Solving

Multi-tasking

Computer Skills

Education

High School Diploma or equivalent

Medical terminology training

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Outlook

Job description

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 friendly, efficient manner, influencing clients to return and refer friends and families.

ESSENTIAL RESPONSIBILITIES AND TASKS

• Live and exemplify the Five Principles of Mars, Inc.
• 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 welcoming clients and pets, ensuring their comfort, 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 pet information and history in the computer, using proper collars and tags, and ensuring prompt service.
• Assist outgoing clients by providing instructions, invoices, dispensing prescription items per the veterinarian’s instructions, selling retail products, and scheduling future appointments.
• Manage finances by maintaining accurate balances and using proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Perform other duties as assigned.

THE FIVE PRINCIPLES

• Quality – The consumer is our boss, quality is our work and value for money is our goal.
• Responsibility – Demand total responsibility from ourselves; as associates, support the responsibility of others.
• Mutuality – A shared benefit that endures.
• Efficiency – Use all resources fully, waste nothing, and do only what we can do best.
• Freedom – Shape our future freely and earn profit to remain free.

COMPETENCIES

• Leadership
• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• Functional
• Preventative care and OWP
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

CAPABILITIES AND EXPERIENCE (CAN DO)

• Ability to multi‑task, managing multiple tasks simultaneously, shifting attention quickly under distracting conditions.
• Excellent communication skills: fluent English, strong written and verbal skills, proper grammar and vocabulary.
• Strong organizational ability, orderly approach, cutting through confusion.
• Problem solving skills: identify, analyze and solve problems, translating them into practical solutions.
• Client service skills: consistently provide attentive, courteous, informative service.
• Intellectual ability: accurately follow instructions presented orally, in writing, or via diagram.
• Mathematical ability: add, subtract, multiply, divide, compute rates, ratios, percentages, and convert units.
• Computer skills: confident use of computer and specialized software such as Microsoft Word, Excel, Access, Outlook.

ATTITUDES (WILLDO)

• Initiative: use discretion to find solutions and present options to improve processes.
• Integrity: adhere to Banfield’s values and ethics, exhibit honesty and sound judgment.
• Cooperativeness: work with others, collaborate and compromise, share relevant information promptly.
• Flexibility: open to changing situations and willing to perform all assigned tasks.
• Independence: perform tasks without supervision.
• Tolerance for Stress / Resiliency: maintain a positive outlook, rebound quickly, and keep a friendly demeanor in stressful situations.

SPECIAL WORKING CONDITIONS

Work at a computer for long periods; confident around pets (dogs, cats, birds, reptiles, etc.). Work may require more than 40 hours per week, including weekends and evenings. Must have mental processes for reasoning, remembering, mathematics and language ability. Noise level moderate. Requires ambulatory skills: stand, walk, stoop, kneel, crouch, climb, and lift up to 50 pounds. Requires good hand‑eye coordination, dexterity to grasp, and visual acuity for keyboard use.

EXPERIENCE, EDUCATION AND/OR TRAINING

High School Diploma or equivalent preferred. Must be at least 18 years old to perform duties involving radiography and exposure to radioactive substances. One year related customer service experience required; medical background with terminology training preferred.

PAY RANGE

$15.00 – $17.70 per hour, dependent on experience, skill level, and education.

BENEFITS

• Comprehensive Medical, Dental, and Vision Insurance.
• Generous Retirement Plans (401(k) and Roth) with company match.
• Best‑in‑Class Student Debt Relief Program for Full‑Time DVMs.
• Paid Time Off and Holidays.
• Top‑Tier Mental Health and Well‑Being Resources, including free coaching and counseling.
• Associate Life Insurance (company‑paid) with optional supplemental coverage.
• Company‑Paid Short‑ and Long‑Term Disability.
• Flexible Spending Accounts (FSA).
• Health Savings Account (HSA).
• Paid Parental Leave for birth and adoption.
• Continuing Education Allowance for eligible positions.
• Backup Child and Elder Care & Family Support Resources.
• Fertility and Family Building Support.
• Digital Exercise Therapy program.
• Voluntary Protection Benefits coverage.
• Legal Plan for a wide range of legal needs.
• Identity Protection to safeguard personal information.
• Commuter Benefits.
• Three Free Optimum Wellness Plans for Pets.
• Exclusive Discounts on products and services.

Benefits eligibility is based on employment status; Full‑time Associates are eligible for all programs (Student Debt Program only for FT DVMs); Part‑time Associates are eligible for the benefits marked with an asterisk.