Client Service Representative
Company: Banfield Pet Hospital
Location: Kennewick
Posted on: November 20, 2023
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Job Description:
Position Description Client Service Coordinator - Job
Description.docx 1 of 3 Last Revised: 08/20/2013 JP JOB TITLE
Client Service Coordinator TEAM Hospital FUNCTION, FAMILY Service
Operations (Pet), Hospital Operations (Pet) COST CTR #: Varies
REPORTS TO Practice Manager JOB LEVEL B2 FLSA CLASSIFICATION
Non-Exempt Exempt STATUS Full-time Part-time SUMMARY OF JOB PURPOSE
AND FUNCTION The Client Service Coordinator ("CSC") drives the flow
of clients and pets through the hospital, maximizes the
productivity of the veterinary medical team (in terms of numbers of
clients and pets), ensures good communication with associates and
clients, and coordinates the care of clients and pets in a happy,
welcoming, friendly and efficient manner, influencing clients to
return and refer their friends and families. ESSENTIAL
RESPONSIBILITIES AND TASKS ? Live and exemplify the Five Principles
of Mars, Inc. within self and team. ? Actively recruit new clients
by promoting hospital services and route the flow of clients and
pets to ensure superior client care and maximum productivity of the
veterinary medical team. ? Maximize the number of pets seen by the
hospital team through through a productive and efficiently run
hospital to support the needs of our wellness plan clients. ?
Provide professional, efficient and exceptional service at all
times. This includes encouraging hospital visits, welcoming clients
and pets, ensuring that they are comfortable in the hospital, and
educating them about their pet's health. ? Educate clients about
Optimum Wellness Plans, preventative care, pet health needs and
hospital services Assist incoming clients by completing the
required documentation, entering all pet information and history in
the computer, utilizing proper collars and tags for identification,
and ensuring prompt service. ? Assist outgoing clients by providing
all necessary instructions, information and invoices, dispensing
prescription items per the veterinarian's instructions, selling
retail products and scheduling future appointments. ? Manage the
finances by maintaining accurate balances and utilizing proper
opening and closing procedures. ? Conduct administrative functions
as necessary. ? Other job duties as assigned. THE FIVE PRINCIPLES ?
Quality The consumer is our boss, quality is our work and value for
money is our goal. ? Responsibility As individuals, we demand total
responsibility from ourselves; as associates, we support the
responsibility of others. ? Mutuality A mutual benefit is a shared
benefit; a shared benefit will endure. ? Efficiency We use
resources to the full, waste nothing and do only what we can do
best. ? Freedom We need freedom to shape our future; we need profit
to remain free. HIRING QUALIFICATIONS COMPETENCIES Leadership ?
Customer Focus ? Peer Relationships ? Integrity & Trust ? Action
Oriented ? Listening Functional ? Preventative care and OWPs
Position Description Client Service Coordinator - Job
Description.docx 2 of 3 Last Revised: 08/20/2013 JP ? Communication
Skills ? Client Service Skills ? Priority Setting ? Time Management
CAPABILITIES AND EXPERIENCE (CAN DO) ? Ability to multi-task-
Manages multiple tasks at one time; quickly and accurately shifts
attention among multiple tasks under distracting conditions without
loss of accuracy or appearance of frustration. ? Communication
skills - Reads, writes and speaks fluent English, using appropriate
grammar, style and vocabulary. Correctly spells commonly used
English words and job specific terms. Demonstrates exceptionally
strong written and verbal communication skills. ? Organizational
ability Demonstrates a systematic approach in carrying out
assignments. Is very orderly and excels at cutting through
confusion and turning chaos into order. ? Problem solving skills -
Demonstrates a strong ability to identify, analyze and solve
problems. Translates problems into practical solutions. ? Client
service skills - Consistently ensures the team provides the client
with attentive, courteous and informative service. Gains and shows
personal satisfaction from delivering great service. ? Intellectual
ability - Accurately and consistently follows instructions
delivered in an oral, written or diagram format. Can provide
directions. ? Mathematical ability - Ability to add, subtract,
multiply and divide, and to compute rate, ratio and percent;
ability to convert units of measurement. ? Computer skills -
Comfortably and confidently uses a computer and specialized
software. Microsoft Word, Excel, Access, Outlook, etc. ATTITUDES
(WILLDO) ? Initiative shows willingness and aptitude to use own
discretion in taking appropriate steps in finding solutions to
problems; presents options and ideas to enhance current processes
or procedures. Takes on additional responsibility when both big and
small tasks need to be done. ? Integrity Firmly adheres to the
values and ethics of Banfield Pet Hospitals. Exhibits honesty,
discretion, and sound judgment. ? Cooperativeness Willing to work
with others, collaborating and compromising where necessary;
promptly share relevant information with others. ? Flexibility Is
open to changing situations and opportunities and is willing to
perform all tasks assigned. ? Independence Able and willing to
perform tasks and duties without supervision. ? Tolerance for
Stress / Resiliency Maintains a positive can do outlook, rebounds
quickly from frustrations and unpleasantness, and maintains
composure and friendly demeanor while dealing with stressful
situations. SPECIAL WORKING CONDITIONS ? Ability to work at a
computer for long periods of time. ? Ability to be confident around
pets (i.e., dogs, cats, birds, reptiles, etc.) ? Client needs and
work volume may often require more than 40 hours per week to
complete essential duties of this job. This position requires
special hours including working weekends and evenings. ? Must have
mental processes for reasoning, remembering, mathematics and
language ability (reading, writing, and speaking the English
language) to perform the duties proficiently. ? The noise level in
the work environment is moderately high. ? Requires sufficient
ambulatory skills in order to perform duties while at hospital. ?
Ability to stand, walk, stoop, kneel, crouch, and climb as well as
manipulate (lift, carry, move) up to 50 pounds. ? Requires good
hand-eye coordination, arm-hand-finger dexterity with the ability
to grasp, and visual acuity to use a keyboard and operate
equipment. ? Specific vision abilities required by this job include
close vision, distance vision, color vision, peripheral vision,
depth perception, and ability to adjust focus. Position Description
Client Service Coordinator - Job Description.docx 3 of 3 Last
Revised: 08/20/2013 JP ? Associate is routinely exposed to a
variety of pets that may bite or scratch, and on occasion, exposed
to anesthesia, radiation, biological hazards and
medication/controlled substances. EXPERIENCE, EDUCATION AND/OR
TRAINING ? High School Diploma or equivalent preferred. ? Must be
at least 18 years old to perform duties involving radiography
(x-ray) and exposure to radioactive substances. ? One year related
experience required with customer service preferred. ? Medical
background (veterinary technician, human healthcare,
pharmaceutical, etc.) with medical terminology training is
preferred. WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY
EMPLOYER. Company Policy, Federal and State Laws Forbid
Discrimination Because of Age, Color, Race, Religion, Sex,
Disability, Sexual Orientation or National Origin.
Keywords: Banfield Pet Hospital, Kennewick , Client Service Representative, Sales , Kennewick, Washington
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