CSC - Client Service Coordinator

Medical Management International, Inc.; Irvine (CA); On-site; USD 23,322 - 29,797; Full time

Benefits offered by this job

Comprehensive Medical, Dental, and Vision Insurance

Generous Retirement Plans (401(k) and Roth)

Paid Time Off and Holidays

Flexible Spending Account (FSA)

Continuing Education Allowance

Job summary

VCA Inc. in Irvine, California, is seeking a Client Service Coordinator who will drive client and pet flow through the hospital, ensuring outstanding customer service and communication. The role includes educating clients about wellness plans and managing finances.

Ideal candidates should possess leadership abilities, effective communication, and the capacity to multi-task in a high-volume environment. Comprehensive benefits are offered, including medical, dental, and retirement plans.

Qualifications

• Must have one year related experience with customer service preferred.
• Ability to effectively communicate in English, both written and verbal.
• Organizational skills to manage multiple tasks efficiently.

Responsibilities

• Maximize productivity of the veterinary medical team.
• Educate clients about their pets' health and hospital services.
• Manage the flow of clients and pets through the hospital.

Skills

Leadership

Customer Focus

Communication Skills

Client Service Skills

Time Management

Education

High School Diploma or equivalent

Tools

Microsoft Word

Excel

Access

Outlook

Job description

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

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.

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, including 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.
• 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.
• 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 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).

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.
• 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 shares 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.
• Confidence 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; requires working weekends and evenings.
• Requires 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.
• 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 ability to grasp, and visual acuity to use a keyboard and operate equipment.
• Specific vision abilities: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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 preferred.

Pay Range: $16.93 – $21.63 per hour. The specific rate is determined based on candidate’s experience, skill level and education, and may vary by 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 Well-being Resources.
• Associate Life Insurance (company-paid) and Supplemental Life Insurance.
• Company-paid short-and long-term disability.
• Flexible Spending Account (FSA).
• Health Savings Account (HSA).
• Paid Parental Leave (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.
• Legal Plan.
• Identity Protection.
• Commuter Benefits.
• Three free Optimum Wellness Plans for Pets.