Client Service Representative

Medical Management International, Inc.; Gilbert (AZ); On-site; USD 20,664 - 25,747; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) Retirement Plans

Paid Time Off

Continuing Education Allowance

Flexible Spending Accounts

Job summary

Banfield Pet Hospitals in Gilbert, AZ is seeking a Client Service Coordinator to drive client and pet flow, support the veterinary team and ensure excellent client experiences. You will promote wellness plans, educate on preventive care, and assist with scheduling and documentation.

The role requires strong communication, organizational skills and a customer-first attitude, with weekend/evening availability and a minimum 18 years of age. A veterinary background is preferred but not required.

Qualifications

• High school diploma or equivalent preferred.
• Must be at least 18 years old to perform radiography duties.
• One year related customer service experience preferred.
• Medical background (veterinary tech, human healthcare, etc.) with medical terminology training is preferred.

Responsibilities

• Drive the flow of clients and pets to maximize productivity of the veterinary team.
• Provide professional, efficient and exceptional service at all times.
• Educate clients about wellness plans, preventive care and hospital services.
• Assist with client documentation, data entry, and invoicing.
• Schedule appointments and dispense prescriptions per veterinarian's instructions.

Skills

Leadership

Customer Focus

Communication Skills

Time Management

Problem-Solving

Cooperativeness

Education

High School Diploma

Tools

Microsoft Word

Excel

Access

Outlook

Job description

Client Service Coordinator Overview

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 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, encouraging hospital visits, welcoming clients and pets, ensuring 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.

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 (CANDO)

• 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.
• Communication skills – reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary; 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.
• 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.
• Mathematical ability – ability to add, subtract, multiply and divide, compute rates, ratios and percentages; convert units of measurement.
• Computer skills – comfortably and confidently uses a computer and specialized software such as Microsoft Word, Excel, Access, Outlook.

Attitudes (WillDo)

• Initiative – shows willingness and aptitude to use own discretion in taking appropriate steps to find solutions to problems.
• 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 sharing relevant information.
• Flexibility – open to changing situations and opportunities and 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, 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.
• This position requires special hours including working weekends and evenings.
• Must have mental processes for reasoning, remembering, mathematics and language ability to perform the duties proficiently.
• The noise level in the work environment is moderately high.
• Requires sufficient ambulatory skills to perform duties while at hospital; able to stand, walk, stoop, kneel, crouch, climb and lift 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 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 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.

Pay Range

$15.00 – $18.69 per hour, with specific rate determined 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.
• Best‑in‑Class Student Debt Relief Program (for Full‑Time DVMs).
• Paid Time Off and Holidays.
• Top‑Tier Mental Health and Wellbeing Resources, including free coaching and counseling sessions.
• Associate Life Insurance (company‑paid) and optional supplemental life insurance.
• Company‑Paid Short‑ and Long‑Term Disability insurance.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (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 for financial security.
• Legal Plan covering a wide range of legal needs.
• Identity Protection service.
• 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 (*).

About Us

Banfield is a community of caring people marked by a diversity of thought, background and approach. Together, we’re bonded by a commitment to our purpose: A BETTER WORLD FOR PETS. Our pledge is to create an inclusive environment where associates can be themselves, so that we can find value in our differences. We know that is best achieved by upholding the health and well‑being of our associates.