Client Service Coordinator

2 months ago

Oklahoma City, Oklahoma, United States Banfield Pet Hospital Full time

S UMMARY OF J OB P URPOSE AND F UNCTION

The Client Service Coordinator ("CSC") drives the f low of clients and p ets through the hospital, maximizes the productivity of the veterinary medical team (in terms of numbers of clients and p ets), ensures good communication with associates and clients, and coord inates the care of clients and p ets in a hap py, welcoming, friendly and efficient manner, influencing clients to return and refer their friends and families.

E SSENTIAL R ESPONSIBILITIES AND T ASKS

  • 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 p ets to ensure superior client care and maximum productivity of the veterinary medical team.
  • Maximize the number of p ets seen by the hospital team through through a productive and efficient ly 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 p ets, ensuring that they are comfortable in the hospit al, and educating them about their p et's health.
  • Educate clients about Optimum Wellness Plans, preventative care, p et health needs and hospital services Assist incoming clients by completing the required documentation, entering all p et information and hi story 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 instr uctions, 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. H IRING Q UALIFICA TIONS/ C OMPETENCIES
  • Leadership
  • Customer Focus
  • Peer Relationships
  • I ntegrity & Trust
  • Action Oriented
  • Listening Functional
  • Preventative care and OWPs C APABILITIES AND E XPERIENCE ( C AN 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 abi lity – 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 a bility - 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 co nvert units of measurement.
  • Computer skills - Comfortably and confidently uses a computer and specialized software. Microsoft Word, Excel, Access, Outlook, etc. A TTITUDES (W ILL D O )
  • Initiative – shows willingness and aptitude to use own discretion in takin g 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 et hics of Banfield Pet Hospital s. 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 ch anging 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 S PECIAL W ORKING C ONDITIONS
  • Ability to work at a computer for long periods of time.
  • Ability to be confident around p ets (i.e., dogs, cats, birds, reptiles, etc.)
  • 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 ord er 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.

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