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Client Support Associate

2 months ago

Richmond, Virginia, United States Banfield Full time

SUMMARY OF JOB PURPOSE AND FUNCTION
The Client Service Coordinator ("CSC") is essential in managing the flow of clients and their pets within the facility. This role aims to enhance the productivity of the veterinary team by ensuring seamless communication with both clients and staff, while providing a warm and inviting atmosphere that encourages client loyalty and referrals.

ESSENTIAL RESPONSIBILITIES AND TASKS
- Uphold and exemplify the core values of the organization within your team.
- Proactively attract new clients by promoting the services offered and efficiently directing the flow of clients and pets to guarantee exceptional service and optimal productivity.
- Maximize the number of pets attended to by the veterinary team through effective hospital operations that cater to the needs of wellness plan clients.
- Deliver professional, efficient, and outstanding service consistently, which includes:
- Encouraging visits to the facility, welcoming clients and their pets, ensuring their comfort, and educating them on their pets' health needs.
- Informing clients about wellness plans, preventive care, and available services.
- Assisting new clients with necessary documentation and entering all relevant pet information into the system, ensuring proper identification.
- Supporting outgoing clients by providing essential instructions, information, invoices, and scheduling future appointments.
- Manage financial transactions accurately and adhere to proper procedures for opening and closing.
- Perform administrative tasks as required and take on additional responsibilities as assigned.

THE FIVE PRINCIPLES
- Quality: The client is our priority; quality is our commitment, and value for money is our objective.
- Responsibility: We hold ourselves accountable and support the accountability of our colleagues.
- Mutuality: A shared benefit fosters enduring relationships.
- Efficiency: We optimize resources, minimize waste, and focus on our strengths.
- Freedom: We require the liberty to shape our future and the profits to maintain that freedom.

HIRING QUALIFICATIONS
COMPETENCIES
- Leadership
- Customer Focus
- Peer Relationships
- Integrity & Trust
- Action Oriented
- Listening Skills
- Communication Skills
- Client Service Skills
- Priority Setting
- Time Management

CAPABILITIES AND EXPERIENCE (CAN DO)
- Multi-tasking: Effectively manages multiple responsibilities simultaneously while maintaining accuracy and composure.
- Communication Skills: Proficient in reading, writing, and speaking English with strong grammar and vocabulary.
- Organizational Ability: Demonstrates a systematic approach to tasks, excelling in creating order from chaos.
- Problem Solving Skills: Identifies and addresses issues effectively, providing practical solutions.
- Client Service Skills: Ensures attentive, courteous, and informative service to clients, deriving satisfaction from delivering exceptional service.
- Intellectual Ability: Follows instructions accurately in various formats and can provide clear directions.
- Mathematical Ability: Capable of performing basic calculations and conversions.
- Computer Skills: Proficient in using computers and specialized software, including Microsoft Office applications.

ATTITUDES (WILL DO)
- Initiative: Demonstrates a proactive approach in problem-solving and process enhancement.
- Integrity: Adheres to the organization's values and ethics, exhibiting honesty and sound judgment.
- Cooperativeness: Works collaboratively with others, sharing relevant information promptly.
- Flexibility: Adapts to changing situations and is willing to undertake various tasks.
- Independence: Capable of performing duties without supervision.
- Tolerance for Stress / Resiliency: Maintains a positive outlook and composure in stressful situations.

SPECIAL WORKING CONDITIONS
- Ability to work at a computer for extended periods.
- Comfort around various pets is essential.
- Work volume may necessitate hours beyond the standard workweek to fulfill essential duties.

EXPERIENCE, EDUCATION AND/OR TRAINING
- High School Diploma or equivalent preferred.
- Must be at least 18 years old for specific duties.
- One year of related experience required, preferably in customer service.
- A background in medical fields (veterinary, healthcare, pharmaceutical) with training in medical terminology is preferred.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.