Client Service Representative

Banfield Pet Hospital; Shawnee (KS); On-site; USD 36,000 - 48,000; Full time

Job summary

Banfield Pet Hospital is seeking a Client Service Coordinator to drive client and pet flow through the hospital, enhancing productivity of the veterinary team and ensuring clear communication with clients. The role emphasizes delivering welcoming, informative service and promoting preventative care.

You will educate clients about wellness plans, assist with documentation and scheduling, and support the team in maintaining accurate records and a friendly hospital environment.

Qualifications

• Leadership and customer-focused mindset.
• Strong communication and client service skills.
• Ability to multi-task and manage time effectively.
• Professional, positive attitude aligned with Mars Five Principles.

Responsibilities

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Actively recruit new clients by promoting hospital services and routing flow of clients and pets for productivity.
• Maximize the number of pets seen by the hospital team with a productive operation.
• Provide professional, efficient and exceptional service at all times, educating clients about pet health.
• Educate clients about Optimum Wellness Plans and hospital services.
• Assist incoming clients with documentation, entering pet information, and ID handling.
• Assist outgoing clients with instructions, invoices, prescription items, retail products and scheduling.
• Manage finances with accurate balances and opening/closing procedures.
• Conduct administrative functions as necessary.
• Other duties as assigned.

Skills

Customer Focus

Peer Relationships

Integrity & Trust

Action Oriented

Listening

Preventative care and OWPs

Communication Skills

Client Service Skills

Priority Setting

Time Management

Multi-tasking

Written & Verbal Communication

Organizational ability

Problem solving

Client service

Mathematical ability

Computer skills

Initiative

Integrity

Tools

Microsoft Word

Excel

Access

Outlook

Job description

CLIENT SERVICE COORDINATOR

A career at Banfield means you'll find yourself working in the pet healthcare field alongside industry experts with a chance to make a difference in the lives of pets and the clients we serve through client education and effective communication. Work in a fun team environment that offers a clear career path you can pursue if continued growth and learning is your goal.

JOB SUMMARY

The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team (in terms of numbers of clients and pets), 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 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. 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.

THE FIVE PRINCIPLES

Every associate including the CSC has an important contribution to make to the veterinary team. We’re looking for CSCs who are dedicated to their work, have a positive attitude and use ourFive 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 (can do)
  • 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. Correctly spells commonly used English words and job specific terms. 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 and turning chaos into order.
  • 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. Can provide directions.
  • Mathematical ability - Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement.
  • Computer skills - Comfortably and confidently uses a computer and specialized software. Microsoft Word, Excel, Access, Outlook, etc.
• Attitudes (will do)
  • Initiative – shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures. Takes on additional responsibility when both big and small tasks need to be done.
  • Integrity – Firmly adher