SUMMARY OF JOB PURPOSE AND FUNCTIONThe Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes theproductivity of the veterinary medical team (in terms of numbers of clients and pets), ensures goodcommunication 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 ensuresuperior 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 runhospital to support the needs of our wellness plan clients.? Provide professional, efficient and exceptional service at all times. This includes encouraging hospitalvisits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating themabout their pet's health.? Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital servicesAssist incoming clients by completing the required documentation, entering all pet information andhistory 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, dispensingprescription items per the veterinarian's instructions, selling retail products and scheduling futureappointments.? Manage the finances by maintaining accurate balances and utilizing proper opening and closingprocedures.? 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, wesupport 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 QUALIFICATIONSCOMPETENCIESLeadership? Customer Focus? Peer Relationships? Integrity & Trust? Action Oriented? ListeningFunctional? Preventative care and OWPs? Communication Skills? Client Service Skills? Priority Setting? Time ManagementCAPABILITIES AND EXPERIENCE (CAN DO)? Ability to multi-task- Manages multiple tasks at one time; quickly and accurately shifts attention amongmultiple tasks under distracting conditions without loss of accuracy or appearance of frustration.? Communication skills - Reads, writes and speaks fluent English, using appropriate grammar, style andvocabulary. Correctly spells commonly used English words and job specific terms. Demonstratesexceptionally strong written and verbal communication skills.? Organizational ability - Demonstrates a systematic approach in carrying out assignments. Is veryorderly 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 andinformative service. Gains and shows personal satisfaction from delivering great service.? Intellectual ability - Accurately and consistently follows instructions delivered in an oral, written ordiagram format. Can provide directions.? Mathematical ability - Ability to add, subtract, multiply and divide, and to compute rate, ratio andpercent; ability to convert units of measurement.? Computer skills - Comfortably and confidently uses a computer and specialized software. MicrosoftWord, Excel, Access, Outlook, etc.ATTITUDES (WILLDO)? Initiative - shows willingness and aptitude to use own discretion in taking appropriate steps in findingsolutions to problems; presents options and ideas to enhance current processes or procedures. Takes onadditional 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 fromfrustrations and unpleasantness, and maintains composure and friendly demeanor while dealing withstressful 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 essentialduties 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 50pounds.? Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visualacuity to use a keyboard and operate equipment.? Specific vision abilities required by this job include close vision, distance vision, color vision, peripheralvision, 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 toanesthesia, 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 radioactivesubstances.? One year related experience required with customer service preferred.? Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medicalterminology training is preferred.
