Client Service Coordinator - Spectrum Center, Reston

Banfield Pet Hospital; Reston (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 experience and streamline operations. In this dynamic role, you will be at the forefront of client interactions, ensuring that both pets and their owners feel welcomed and cared for. Your ability to manage multiple tasks while providing exceptional service will be key to maximizing the productivity of the veterinary team. This position offers a unique opportunity to work in a collaborative environment where your contributions directly impact the well-being of pets and the satisfaction of their owners. If you are passionate about animal care and customer service, this role is perfect for you.

Qualifications

• High School Diploma or equivalent preferred with one year of related experience.
• Strong customer service skills and ability to communicate effectively.

Responsibilities

• Drive client and pet flow through the hospital ensuring exceptional service.
• Educate clients about pet health needs and hospital services.

Skills

Customer Service

Communication Skills

Problem-Solving

Organizational Ability

Mathematical Ability

Computer Skills

Multi-tasking

Client Service Skills

Education

High School Diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Microsoft 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

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 their comfort, 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 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 Functional
7. Preventative care and OWPs
8. Communication Skills
9. Client Service Skills
10. Priority Setting
11. Time Management

CAPABILITIES AND EXPERIENCE (CAN DO)

1. Ability to multi-task - Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
2. 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.
3. Organizational ability – Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order.
4. Problem-solving skills - Demonstrates a strong ability to identify, analyze and solve problems. Translates problems into practical solutions.
5. 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.
6. Intellectual ability - Accurately and consistently follows instructions delivered in an oral, written or diagram format.
7. Mathematical ability - Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement.
8. Computer skills - Comfortably and confidently uses a computer and specialized software such as Microsoft Word, Excel, Access, Outlook, etc.

ATTITUDES (WILL DO)

1. Initiative – Shows willingness and aptitude to use own discretion in finding solutions to problems; presents options and ideas to enhance current processes or procedures.
2. Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals. Exhibits honesty, discretion, and sound judgment.
3. Cooperativeness – Willing to work with others, collaborating and compromising where necessary.
4. Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned.
5. Independence – Able and willing to perform tasks and duties without supervision.
6. 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

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 to complete essential duties.
4. This position requires special hours including working weekends and evenings.
5. Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate equipment.
6. 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

1. High School Diploma or equivalent preferred.
2. Must be at least 18 years old to perform duties involving radiography (x-ray) and exposure to radioactive substances.
3. One year related experience required with customer service preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.