Client Service Coordinator - SJ Meridian
About The Position
This role is responsible for actively recruiting new clients by promoting hospital services and managing the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team. The Client Service Coordinator aims to maximize the number of pets seen by the hospital team through an efficiently run hospital, supporting the needs of wellness plan clients. The position requires providing professional, efficient, and exceptional service at all times, which includes encouraging hospital visits, welcoming clients and pets, ensuring their comfort, and educating them about their pet's health. Key duties involve educating clients about Optimum Wellness Plans, preventative care, pet health needs, and hospital services, as well as assisting clients with documentation, pet information entry, and providing instructions and information for outgoing clients. Financial management through accurate balances and proper opening/closing procedures, along with administrative functions, are also part of the role. The position operates under the Five Principles of Mars, Inc.: Quality, Responsibility, Mutuality, Efficiency, and Freedom.
Requirements
- 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.
- Demonstrates a systematic approach in carrying out assignments.
- Demonstrates a strong ability to identify, analyze and solve problems.
- Consistently ensures the team provides the client with attentive, courteous and informative service.
- Accurately and consistently follows instructions delivered in an oral, written or diagram format.
- Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement.
- Comfortably and confidently uses a computer and specialized software.
- 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.
- Firmly adheres to the values and ethics of Banfield Pet Hospitals.
- Exhibits honesty, discretion, and sound judgment.
- Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.
- Is open to changing situations and opportunities and is willing to perform all tasks assigned.
- Able and willing to perform tasks and duties without supervision.
- Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
- Ability to work at a computer for long periods of time.
- Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.).
- Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
- Requires sufficient ambulatory skills in order to perform duties while at hospital.
- Ability to stand, walk, stoop, kneel, crouch, and 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.
- 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.
- Customer service experience preferred.
- Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.
Nice To Haves
- Customer service preferred.
- Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.
Responsibilities
- Actively recruit new clients by promoting hospital services.
- 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 wellness plan clients.
- Provide professional, efficient and exceptional service at all times.
- Encourage hospital visits, welcome clients and pets, ensure they are comfortable in the hospital, and educate 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 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.
Benefits
- Comprehensive Medical, Dental, and Vision Insurance
- Generous Retirement Plans (401(k) and Roth) with company match
- Paid Time Off and Holidays
- Top-Tier Mental Health and Wellbeing Resources (free coaching and counseling sessions)
- Associate Life Insurance (company-paid) & Supplemental Life Insurance
- Company-Paid Short- and Long-Term Disability
- Flexible Spending Accounts (FSA) for healthcare and dependent care expenses
- Health Savings Account (HSA)
- Paid Parental Leave for birth and adoption
- Continuing Education Allowance (for Eligible Positions)
- Back-Up Child and Elder Care & Family Support Resources
- Fertility and Family Building Support
- Digital Exercise Therapy
- Voluntary Protection Benefits (hospital stays, critical illness, accidents)
- Legal Plan
- Identity Protection
- Commuter Benefits
- Three free Optimum Wellness Plans for Pets
- Exclusive Discounts on products and services
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
