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Client Relations Specialist

2 months ago

North Wales, Pennsylvania, United States Banfield Full time
Position Overview

The Client Service Coordinator (CSC) plays a vital role in facilitating seamless interactions between clients and their pets at the veterinary facility. The primary objective is to enhance the efficiency of the veterinary medical team by managing client communications effectively, ensuring a welcoming environment, and coordinating care for both clients and pets. This position aims to foster a positive experience that encourages client loyalty and referrals.

Key Responsibilities
  • Uphold the core values of Mars, Inc. in all personal and team interactions.
  • Proactively attract new clients by showcasing hospital services and managing client and pet flow to guarantee outstanding client care and support the veterinary team's productivity.
  • Optimize the number of pets receiving care by ensuring smooth hospital operations, particularly for wellness plan clients.
  • Deliver consistently high-quality service, including promoting hospital visits, warmly welcoming clients and pets, ensuring their comfort, and providing education on pet health.
  • Inform clients about Optimum Wellness Plans, preventive care, essential pet health information, and available services.
  • Assist new clients with necessary documentation, accurately inputting pet information, and ensuring efficient service.
  • Guide departing clients by offering essential instructions, details, invoices, and scheduling follow-up appointments.
  • Manage financial transactions by maintaining accurate records and adhering to opening and closing protocols.
  • Perform additional administrative duties as required.
Core Principles
  • Quality - Prioritizing customer satisfaction and striving for excellence.
  • Responsibility - Encouraging accountability within the team.
  • Mutuality - Fostering shared benefits and long-term relationships.
  • Efficiency - Utilizing resources effectively and minimizing waste.
  • Freedom - Maintaining autonomy and leveraging profits for sustainable growth.
Qualifications and Skills
  • Strong customer focus and relationship-building skills.
  • Effective communication and interpersonal abilities.
  • High level of integrity and trustworthiness.
  • Proactive and action-oriented mindset.
  • Excellent listening skills.
Functional Competencies
  • Knowledge of preventative care and wellness plans.
  • Strong communication skills.
  • Client service expertise.
  • Ability to prioritize tasks effectively.
  • Time management proficiency.
Desired Attributes
  • Ability to multitask and manage various responsibilities simultaneously.
  • Strong written and verbal communication skills.
  • Exceptional organizational abilities.
  • Proficient problem-solving skills.
  • Outstanding client service orientation.
  • Intellectual capacity to follow instructions and provide guidance.
  • Basic mathematical proficiency.
  • Computer literacy with various software applications.
Work Environment
  • Ability to work at a computer for extended periods.
  • Comfort with various animals, including dogs, cats, birds, and reptiles.
  • Flexibility to work beyond standard hours as needed.
  • Moderate noise levels in the workplace.
  • Physical agility for tasks such as standing, walking, and lifting.
Experience and Education
  • High School Diploma or equivalent preferred.
  • Minimum age of 18 for specific responsibilities.
  • At least one year of relevant experience, preferably in customer service.
  • Medical background is advantageous.

Banfield Pet Hospital is committed to fostering a diverse and inclusive work environment, providing equal employment opportunities to all qualified applicants.