Client Service Coordinator - Spectrum Center, Reston

Banfield Pet Hospital; Great Falls Crossing (VA); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Client Service Coordinator to enhance client experiences and streamline operations. In this pivotal role, you will be the welcoming face of the hospital, driving client engagement and ensuring that every visit is positive and informative. You will manage client interactions, educate them about wellness plans, and support the veterinary team in maximizing productivity. This position offers a unique opportunity to work in a dynamic environment where your contributions directly impact the care of pets and satisfaction of their owners. If you have a passion for animal care and exceptional service skills, this role is perfect for you.

Qualifications

• High School Diploma or equivalent preferred.
• One year related experience required, customer service preferred.

Responsibilities

• Drive the flow of clients and pets through the hospital.
• Maximize productivity of the veterinary medical team.

Skills

Customer Service Skills

Communication Skills

Problem Solving Skills

Organizational Ability

Time Management

Mathematical Ability

Multi-tasking

Education

High School Diploma or equivalent

Tools

Computer Skills

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

1. Live and exemplify the Five Principles of Mars, Inc. within self and team.
2. 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.
3. 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.
4. 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.
5. Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
6. 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.
7. 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.
8. Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
9. Conduct administrative functions as necessary.
10. Other job duties as assigned.

THE FIVE PRINCIPLES

1. Quality – The consumer is our boss, quality is our work and value for money is our goal.
2. Responsibility – As individuals, we demand total responsibility from ourselves; as associates, we support the responsibility of others.
3. Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.
4. Efficiency – We use resources to the full, waste nothing and do only what we can do best.
5. Freedom – We need freedom to shape our future; we need profit to remain free.

HIRING QUALIFICATIONS COMPETENCIES

1. Leadership
2. Customer Focus
3. Peer Relationships
4. Integrity & Trust
5. Action Oriented
6. Listening
7. Functional
8. Preventative care and OWPs
9. Communication Skills
10. Client Service Skills
11. Priority Setting
12. Time Management

CAPABILITIES AND EXPERIENCE (CAN DO)

1. Ability to multi-task and manage multiple tasks at one time.
2. Communication skills - Reads, writes and speaks fluent English.
3. Organizational ability – Demonstrates a systematic approach in carrying out assignments.
4. Problem solving skills - Demonstrates a strong ability to identify, analyze and solve problems.
5. Client service skills - Consistently ensures the team provides the client with attentive, courteous and informative service.
6. Intellectual ability - Accurately follows instructions delivered in various formats.
7. Mathematical ability - Ability to compute rate, ratio and percent.
8. Computer skills - Comfortably uses a computer and specialized software.

ATTITUDES (WILL DO)

1. Initiative – shows willingness to find solutions to problems.
2. Integrity – Adheres to the values and ethics of Banfield Pet Hospitals.
3. Cooperativeness – Willing to work with others and share relevant information.
4. Flexibility – Open to changing situations and opportunities.
5. Independence – Able to perform tasks without supervision.
6. Tolerance for Stress / Resiliency – Maintains a positive outlook in stressful situations.

SPECIAL WORKING CONDITIONS

1. Ability to work at a computer for long periods of time.
2. Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.).
3. Client needs and work volume may often require more than 40 hours per week.
4. Requires sufficient ambulatory skills to perform duties.
5. Ability to lift, carry, and manipulate up to 50 pounds.

EXPERIENCE, EDUCATION AND/OR TRAINING

1. High School Diploma or equivalent preferred.
2. Must be at least 18 years old to perform duties involving radiography.
3. One year related experience required, customer service preferred.
4. Medical background with medical terminology training is preferred.