Client Service Coordinator
Company: Banfield
Location: Tarentum
Posted on: May 8, 2024
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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
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 (WILLDO) --- 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.
Keywords: Banfield, Akron , Client Service Coordinator, Other , Tarentum, Ohio
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