Client Service Coordinator

Banfield Pet Hospital•Jacksonville, FL

About The Position

The Client Service Coordinator (CSC) manages the flow of clients and pets through the hospital, supports the productivity of the veterinary medical team, and coordinates care in a welcoming, friendly, and efficient manner. The role includes communicating with clients and associates, promoting hospital services, and encouraging clients to return and refer others. The CSC provides client service throughout the visit, from welcoming clients and collecting pet information to explaining care, processing payments, dispensing prescription items as instructed by the veterinarian, selling retail products, and scheduling follow-up appointments. The position also includes administrative and financial tasks, promoting preventative care and Optimum Wellness Plans, and carrying out other duties as assigned. The role requires comfort working around pets and using a computer for extended periods. Work may involve more than 40 hours per week, including evenings and weekends. The work environment is moderately noisy, and associates may encounter pets that can bite or scratch and, occasionally, anesthesia, radiation, biological hazards, and medications or controlled substances. Physical duties include standing, walking, stooping, kneeling, crouching, climbing, and moving items weighing up to 50 pounds.

Requirements

One year of related experience is required; customer service experience is preferred.
Must be at least 18 years old to perform duties involving radiography (x-ray) and exposure to radioactive substances.
Fluent English reading, writing, and speaking skills, including strong written and verbal communication.
Ability to multitask accurately under distracting conditions.
Strong organizational and problem-solving skills.
Client service skills, including providing attentive, courteous, and informative service.
Ability to follow oral, written, or diagrammed instructions and provide directions.
Ability to perform basic arithmetic and calculate rates, ratios, percentages, and measurement conversions.
Comfort and confidence using computers and specialized software, including Microsoft Word, Excel, Access, and Outlook.
Ability to work at a computer for long periods and to work confidently around pets.
Ability to work evenings and weekends; work volume and client needs may require more than 40 hours per week.
Ability to stand, walk, stoop, kneel, crouch, and climb, and to lift, carry, or move up to 50 pounds.
Good hand-eye coordination, arm-hand-finger dexterity, grasping ability, and visual acuity, including close, distance, color, peripheral, and depth vision and focus adjustment.
Ability to maintain a friendly, composed demeanor in stressful situations and to work collaboratively, flexibly, and independently.

Nice To Haves

High school diploma or equivalent preferred.
Customer service experience preferred.
Medical background (such as veterinary technician, human healthcare, or pharmaceutical experience) with medical terminology training preferred.

Responsibilities

Live and exemplify the Five Principles of Mars, Inc. within self and team.
Promote hospital services to recruit new clients and manage the flow of clients and pets to support client care and veterinary team productivity.
Help maximize the number of pets seen by maintaining an efficient hospital and supporting wellness plan clients.
Provide professional, efficient, and exceptional service; welcome clients and pets, help them feel comfortable, encourage hospital visits, and educate clients about pet health.
Educate clients about Optimum Wellness Plans, preventative care, pet health needs, and hospital services.
Complete required documentation for incoming clients, enter pet information and history in the computer, use appropriate collars and identification tags, and support prompt service.
Assist outgoing clients by providing instructions, information, and invoices; dispense prescription items per veterinarian instructions; sell retail products; and schedule future appointments.
Manage finances by maintaining accurate balances and following opening and closing procedures.
Conduct administrative functions as necessary.
Perform other duties as assigned.

Benefits

Comprehensive medical, dental, and vision insurance.
401(k) and Roth retirement plans with a company match.
Paid time off and holidays.
Mental health and wellbeing resources, including free coaching and counseling sessions.
Company-paid associate life insurance and optional supplemental life insurance.
Company-paid short- and long-term disability.
Flexible Spending Accounts (FSA) and Health Savings Account (HSA).
Paid parental leave for birth and adoption.
Continuing education allowance for eligible positions.
Back-up child and elder care and family support resources.
Fertility and family-building support.
Digital exercise therapy program.
Voluntary protection benefits for hospital stays, critical illness, and accidents.
Legal plan.
Identity protection.
Commuter benefits.
Three free Optimum Wellness Plans for pets.
Exclusive discounts.
Student debt relief program for full-time DVMs.