Client Service Coordinator

Banfield Pet Hospital•Lady Lake, FL

20h•Onsite

About The Position

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. The CSC promotes hospital services, routes the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team. They 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. The role provides professional, efficient and exceptional service at all times, encouraging hospital visits, welcoming clients and pets, ensuring they are comfortable, and educating them about their pet's health. The CSC educates clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services. They assist incoming clients by completing required documentation, entering pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service. For outgoing clients, they provide necessary instructions, information and invoices, dispense prescription items per veterinarian's instructions, sell retail products, and schedule future appointments. The role also manages finances by maintaining accurate balances and utilizing proper opening and closing procedures, and conducts administrative functions as necessary.

Requirements

Ability to multi-task.
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.
Gains and shows personal satisfaction from delivering great service.
Accurately and consistently follows instructions delivered in an oral, written or diagram format.
Can provide directions.
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.
Microsoft Word, Excel, Access, Outlook, etc.
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 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.
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 experience preferred.
Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.

Responsibilities

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.
Coordinates the care of clients and pets in a happy, welcoming, friendly and efficient manner.
Influences clients to return and refer their friends and families.
Actively recruits new clients by promoting hospital services.
Routes the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
Maximizes 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.
Provides professional, efficient and exceptional service at all times.
Encourages hospital visits, welcomes clients and pets, ensures they are comfortable in the hospital, and educates them about their pet's health.
Educates clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
Assists 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.
Assists 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.
Manages the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
Conducts administrative functions as necessary.