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Customer Engagement Coordinator

2 months ago

Richmond, Virginia, United States Banfield Full time

SUMMARY OF ROLE
The Client Service Coordinator ("CSC") is pivotal in managing the flow of clients and their pets within the veterinary facility. This role enhances the productivity of the veterinary team by ensuring effective communication and coordination of care, fostering a welcoming and efficient environment that encourages client loyalty and referrals.

KEY RESPONSIBILITIES
1. Uphold the core values of the organization in all interactions.
2. Proactively attract new clients by promoting available services and optimizing client and pet flow to guarantee exceptional care.
3. Enhance the number of pets seen by the veterinary team through efficient operations that cater to wellness plan clients.
4. Deliver outstanding service consistently, which includes:
- Encouraging visits to the facility.
- Ensuring clients and pets feel comfortable and informed about their health needs.
- Educating clients on wellness plans and preventative care.
5. Assist incoming clients by managing necessary documentation and entering pet information accurately.
6. Support outgoing clients by providing essential instructions, invoices, and scheduling future appointments.
7. Oversee financial transactions by maintaining accurate records and following proper procedures.
8. Perform administrative tasks as required and undertake additional responsibilities as assigned.

CORE VALUES
- Quality: Prioritize client satisfaction and value.
- Responsibility: Embrace accountability in individual and team actions.
- Mutuality: Foster shared benefits in all interactions.
- Efficiency: Optimize resource use and minimize waste.
- Freedom: Encourage autonomy and innovation in the workplace.

QUALIFICATIONS
COMPETENCIES
- Leadership
- Customer Focus
- Peer Relationships
- Integrity & Trust
- Action Oriented
- Effective Listening
CAPABILITIES
- Ability to manage multiple tasks efficiently under pressure.
- Strong communication skills, both written and verbal, with a focus on clarity and professionalism.
- Excellent organizational skills, capable of creating order from chaos.
- Problem-solving aptitude, translating challenges into actionable solutions.
- Commitment to providing attentive and informative client service.
- Proficient in basic math and computer skills, including familiarity with common software applications.

WORK ENVIRONMENT
This role may require extended hours, including weekends and evenings, to meet client needs. The position involves working in a dynamic environment with various pets, necessitating a comfort level around animals. Physical requirements include the ability to stand, walk, and lift items up to 50 pounds.

EDUCATION AND EXPERIENCE
A high school diploma or equivalent is preferred, along with at least one year of experience in a customer service role. A background in medical fields, such as veterinary or healthcare, is advantageous.