Client Service Representative

A Caring Doctor (Minnesota), P.A.; Trussville (AL); On-site; USD 20,664 - 25,747; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

Continuing Education

Employee Discounts

401(k) Plan

Flexible Scheduling

Job summary

Banfield Pet Hospital in the United States is seeking a Client Service Coordinator to drive client and pet flow, support the veterinary team and ensure excellent communication with clients. You will promote services, educate on wellness plans, handle intake and documentation, and assist with appointments, invoices, and retail sales.

The role requires strong customer service, organizational, and computer skills, with flexibility to work weekends/evenings as needed in a busy hospital environment.

Qualifications

• High school diploma or equivalent preferred.
• Must be 18+ to perform duties involving radiography and related tasks.
• One year of related experience with customer service preferred.
• Medical terminology training or background is preferred.
• Strong English reading, writing and verbal skills.
• Ability to multitask in a fast-paced veterinary front-desk setting.

Responsibilities

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Recruit new clients by promoting hospital services and route client flow.
• Maximize pet visits through productive, well-run hospital operations.
• Provide professional, efficient service and educate clients on health needs.
• Educate clients about Optimum Wellness Plans and preventative care.
• Assist clients with documentation, pet info entry, IDs, and scheduling.
• Provide instructions, invoices, prescriptions, and product sales.
• Manage finances with accurate balances and proper opening/closing procedures.
• Perform administrative duties as needed.
• Other duties as assigned.

Skills

Leadership

Customer Focus

Peer Relationships

Integrity & Trust

Action Oriented

Listening

Communication Skills

Client Service Skills

Priority Setting

Time Management

Education

High School Diploma or equivalent

Tools

MS Word

MS Excel

MS Access

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 (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

• 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 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 share relevant information with others.
• Flexibility – Is open to changing situations and opportunities and is 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, and 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 (i.e., dogs, cats, birds, reptiles, etc.).
• Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. This position requires special hours including working weekends and evenings.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• The noise level in the work environment is moderately high.
• Requires sufficient ambulatory skills in order to perform duties while at hospital.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) 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 by this job 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, exposed 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.

Equal Opportunity Employment

WE ARE A DRUG‑FREE, SMOKE‑FREE, EQUAL OPPORTUNITY EMPLOYER. Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location.

Pay Range

The pay range for this role is $15.00 – $18.69 Hourly. The pay range listed reflects a general hiring range for the area, with the specific rate determined based on the candidate’s experience, skill level, and education, and may vary depending on location or applicable minimum wage laws.

Benefits

Here at Banfield, we prioritize your well‑being and professional growth by offering a comprehensive total rewards package, including health, wellness, and financial support for you, your family, and even your pets.

• Comprehensive Medical, Dental, and Vision Insurance: Enjoy peace of mind knowing your health and wellness are our top priorities.
• Generous Retirement Plans (401(k) and Roth): Invest in your future and enjoy a generous company match to help you build a secure financial future.
• Best‑in‑Class Student Debt Relief Program (for Full‑Time DVMs): At Banfield, we understand the significant financial burden of student debt on veterinarians.
• Paid Time Off and Holidays: Take a break, recharge your wellbeing, and celebrate days of personal significance with paid time off and holidays.
• Top‑Tier Mental Health and Wellbeing Resources: Your mental health matters. Access our industry‑leading resources, including free coaching and counseling sessions, to support your overall wellbeing and help you thrive.
• Associate Life Insurance (company‑paid) & Supplemental Life Insurance: Protect your loved ones with our company‑paid Associate life insurance and the option to purchase additional coverage for extra peace of mind.
• Company‑Paid Short‑ and Long‑Term Disability: Feel secure knowing that if you face a temporary or long‑term disability, you’ll have financial protection.
• Flexible Spending Accounts (FSA): Save on healthcare and dependent care expenses by setting aside pre‑tax money.
• Health Savings Account (HSA): Make the most of your healthcare dollars with a tax‑advantaged HSA.
• Paid Parental Leave: We support growing families with paid parental leave for both birth and adoption.
• Continuing Education Allowance (for Eligible Positions): Financial assistance to pursue continuing education opportunities.
• Back‑Up Child and Elder Care & Family Support Resources: Assistance when life’s unpredictable moments arise.
• Fertility and Family Building Support: Comprehensive support for fertility treatments and family‑building options.
• Digital Exercise Therapy: Stay active and healthy with our digital exercise therapy program.
• Voluntary Protection Benefits: Protection against unexpected events.
• Legal Plan: Affordable and accessible legal plan covering a range of legal needs.
• Identity Protection: Safeguards personal information by alerting you to suspicious activity.
• Commuter Benefits: Convenient and cost‑effective commuting solutions.
• Three Free Optimum Wellness Plans for Pets: Ensure your pets receive the best preventive and general care.
• Exclusive Discounts: Savings on products and services, making life more affordable and enjoyable.