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Client Relations Specialist

2 months ago

Tulsa, Oklahoma, United States Banfield Full time

SUMMARY OF JOB PURPOSE AND FUNCTION
The Client Service Coordinator ("CSC") is responsible for managing the flow of clients and their pets within the facility, enhancing the productivity of the veterinary team, ensuring effective communication with both clients and staff, and coordinating care in a welcoming and efficient manner. This role plays a crucial part in encouraging client loyalty and referrals.

ESSENTIAL RESPONSIBILITIES AND TASKS
• Uphold and embody the core values of the organization within the team.
• Proactively attract new clients by promoting the services offered and directing the flow of clients and pets to guarantee excellent care and optimal team productivity.
• Strive to maximize the number of pets attended to by the veterinary team through efficient operations that cater to wellness plan clients.
• Deliver exceptional service consistently, which includes encouraging visits, warmly welcoming clients and pets, ensuring their comfort, and educating them on their pets' health.

• Inform clients about wellness plans, preventive care, pet health requirements, and available services.
• Assist incoming clients by completing necessary documentation, entering pet information into the system, and ensuring prompt service.
• Support outgoing clients by providing essential instructions, information, invoices, and scheduling future appointments.

• Oversee financial transactions by maintaining accurate records and following proper procedures.
• Conduct administrative tasks as required.
• Perform additional duties as assigned.

THE FIVE PRINCIPLES
• Quality: The client is our priority, and delivering value is our goal.
• Responsibility: We hold ourselves accountable and support each other in our responsibilities.
• Mutuality: A shared benefit leads to lasting relationships.
• Efficiency: We utilize resources wisely and focus on our strengths.
• Freedom: We require the autonomy to shape our future and the profitability 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
• Ability to manage multiple tasks effectively, maintaining accuracy under pressure.
• Strong communication skills, including proficiency in English and correct spelling of common terms.
• Organizational skills that bring order to assignments and tasks.
• Problem-solving abilities that translate challenges into practical solutions.
• Commitment to providing attentive and informative client service.

ATTITUDES
• Initiative: Willingness to take proactive steps in problem-solving and process improvement.
• Integrity: Adherence to the values and ethics of the organization.
• Cooperativeness: Ability to work collaboratively with others and share information promptly.
• Flexibility: Openness to changing circumstances and tasks.
• Independence: Capability to perform duties without supervision.

SPECIAL WORKING CONDITIONS
• Ability to work at a computer for extended periods.
• Comfort around various pets.
• Flexibility to work beyond standard hours as needed.

EXPERIENCE, EDUCATION AND/OR TRAINING
• High School Diploma or equivalent preferred.
• Minimum of one year of related experience, preferably in customer service.
• Background in medical fields (veterinary, healthcare, etc.) is advantageous.