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Client Services Coordinator at Veterinary Hospital

2 months ago

Milford, Ohio, United States Petco Full time
Position Overview:

This role is centered on delivering exceptional customer service to clients of our Petco full-service Vetco Total Care hospital. As a front-line representative, you embody our mission and values in every interaction, being the first and last point of contact for clients visiting our facility. Collaborating with fellow team members, you contribute significantly to fostering a cohesive and motivated environment within the practice.

  • The needs of our patients are always prioritized.
  • Every team member is empowered to exceed expectations, ensuring a remarkable experience for both clients and patients.
  • Any concerns are addressed and resolved promptly.
  • Strong teamwork and dedication to shared objectives enhance the overall success of the organization.
Key Responsibilities

The individual in this position is expected to perform the following duties and responsibilities, with or without reasonable accommodation:

  • Responding to incoming calls and directing them appropriately.
  • Managing the hospital's appointment schedule, coordinating bookings, and overseeing online reservations.
  • Welcoming and assisting visitors, alerting the technical staff upon client arrival, and efficiently managing wait times.
  • Supporting the training of new personnel and sharing expertise as necessary.
  • Ensuring a tidy waiting area stocked with essential supplies.
  • Confirming appointments through clients' preferred communication methods.
  • Possessing a basic understanding of operational logistics to assist technical staff when required.
Additional Responsibilities

Undertake additional assigned tasks as needed.

Supervision Structure

This position is directly supervised by the Hospital Office Manager and the Hospital Leader on Duty regarding patient and client care.

Planning and Problem-Solving Skills

The front-line representative ensures that daily operations run smoothly, enhancing the experience for both patients and clients. This may involve adjusting schedules and effectively communicating with clients during unforeseen circumstances.

This role requires empathy, flexibility, and the ability to manage challenging client interactions while supporting the medical team in providing outstanding care.

Impact on the Organization

This position plays a vital role in the growth and quality of our practice, significantly influencing clients' perceptions of our facility and staff.

Supervisory Duties

No direct supervisory responsibilities are associated with this role.

Qualifications and Experience
  • High school diploma is required.
  • A minimum of 1 year of experience in a veterinary or customer service role is preferred.
  • Strong written and verbal communication skills are essential.
  • Ability to demonstrate compassion and professionalism in high-pressure situations.
  • Proficient in using telephones and computers.
  • A collaborative team player willing to learn and adapt.
  • Preferred: Previous experience with Practice Management Systems.
Competencies:

To be determined by the Total Rewards Department.

Work Environment:

Tasks are performed in the Vetco Total Care full-service veterinary hospital. The role may involve physical activities such as bending, kneeling, and lifting (up to 30 pounds). Expect substantial client-facing time.

Interactions:

Regular engagement with clients, veterinary professionals, and service/product providers utilized by the practice.