Client Service Coordinator

Client Service Coordinator

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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 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.

Competencies :

Leadership

Customer Focus

Peer Relationships

Integrity & Trust

Action Oriented

Listening

Functional

Preventative care and OWPs

Position description :

Client Service Coordinator - Job Description

Capabilities and experience (can do) :

Ability to multi-task

Communication skills

Organizational ability

Problem solving skills

Client service skills

Intellectual ability

Mathematical ability

Computer skills

Attitudes (willdo) :

Initiative

Integrity

Cooperativeness

Flexibility

Independence

Tolerance for Stress / Resiliency

Special working conditions :

Ability to work at a computer for long periods of time.

Ability to be confident around pets.

Must have mental processes for reasoning, remembering, mathematics and language ability.

The noise level in the work environment is moderately high.

Requires sufficient ambulatory skills.

Ability to stand, walk, stoop, kneel, crouch, and climb.

Requires good hand-eye coordination, arm-hand-finger dexterity.

Specific vision abilities required.

Associate is routinely exposed to a variety of pets that may bite or scratch.

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.