Client Service Representative

Banfield Pet Hospital; Bridgewater (MA); On-site; USD 23,419 - 31,684; Full time

Benefits offered by this job

Medical Insurance

401(k) Plan

Paid Time Off

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

HSA

FSA

Parental Leave

Job summary

Banfield Pet Hospital is seeking a Client Service Coordinator to streamline client and pet flow, support the veterinary team, and ensure friendly, efficient service. This role emphasizes promoting wellness plans, handling client inquiries, and coordinating appointments.

The ideal candidate brings strong communication skills, a positive attitude, and experience in a healthcare or veterinary setting, with a focus on client satisfaction and accurate record-keeping.

Qualifications

• Leadership, customer-focused service, and integrity are essential for client interactions.
• Experience with coordinating client flow and scheduling is preferred.
• Knowledge of hospital workflow and wellness programs is a plus.

Responsibilities

• Drive client/pet flow through the hospital to maximize team productivity.
• Promote hospital services and route clients for efficient care.
• Educate clients on Optimum Wellness Plans and preventive care.

Skills

Leadership

Customer Focus

Peer Relationships

Integrity & Trust

Action Oriented

Listening

Time Management

Communication Skills

Client Service

Priority Setting

Multi-tasking

Computer Skills

Education

High School Diploma or equivalent

Tools

Microsoft Word

Excel

Access

Outlook

Job description

Job Purpose

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.

Responsibilities

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Actively recruit new clients by promoting hospital services and routing 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.

Qualifications and Competencies

• Leadership, Customer Focus, Peer Relationships, Integrity & Trust, Action Oriented, Listening, Functional.
• Communication Skills, Client Service Skills, Priority Setting, Time Management.
• Positive working attitude: initiative, integrity, cooperativeness, flexibility, independence, resilience.
• High School Diploma or equivalent preferred; must be at least 18 years old for radiography responsibilities.
• One year related experience required with customer service preferred.
• Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology preferred.

Capabilities and Experience (Can Do)

• Multi-tasking: manage multiple tasks quickly and accurately under distracting conditions.
• Communication skills: fluent English, correct spelling and strong written and verbal communication.
• Organizational ability: systematic approach, orderly, turn chaos into order.
• Problem solving: identify, analyze and solve problems, translate into practical solutions.
• Client service: consistent attentive and courteous service.
• Intellectual ability: follow instructions, provide directions.
• Mathematical ability: basic arithmetic and unit conversions.
• Computer skills: comfortable with Microsoft Word, Excel, Access, Outlook, and specialized software.

Special Working Conditions

Ability to work at a computer for long periods; confidence around pets (dogs, cats, birds, reptiles, etc.). May require more than 40 hours per week, including weekends and evenings.

Requires mental reasoning, mathematics, language ability, and ability to lift up to 50 pounds. Also requires good hand-eye coordination, arm-hand-finger dexterity, and visual acuity. Exposure to anesthesia, radiation, biological hazards, and medication/controlled substances.

Pay Range

$17.70 - $22.62 hourly. The rate is based on candidate’s experience, skill level, and education, and may vary depending on location or applicable minimum wage laws.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance.
• Generous Retirement Plans (401(k) and Roth) with company match.
• Student Debt Relief Program (for full‑time DVMs).
• Paid Time Off and Holidays.
• Mental Health and Wellbeing Resources.
• Associate Life Insurance (company‑paid) & supplemental life insurance.
• Short‑ and Long‑Term Disability coverage.
• Flexible Spending Accounts (FSA).
• Health Savings Account (HSA).
• Paid Parental Leave.
• Continuing Education Allowance (eligible positions).
• Back‑Up Child and Elder Care & 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.

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 (*).