SUMMARY OF J OB P URPOSE AND F UNCTION
The Client Service Coordinator ("CSC") drives the f low of clients and p ets through the hospital, maximizes the productivity of the veterinary medical team (in terms of numbers of clients and p ets), ensures good communication with associates and clients, and coord inates the care of clients and p ets in a hap py, welcoming, friendly and efficient manner, influencing clients to return and refer their friends and families.
E SSENTIAL R ESPONSIBILITIES AND T ASKS
? Live and exemplify the Five Principles of Mars, Inc. within self and team. ? Actively recruit new clients by promoting hospital service s and route the flow of clients and p ets to ensure superior client care and maximum productivity of the veterinary medical team. ? Maximize the number of p ets seen by the hospital team through through a productive and efficient ly 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 p ets, ensuring that they are comfortable in the hospit al, and educating them about their p et's health. ? Educate clients about Optimum Wellness Plans, preventative care, p et health needs and hospital services Assist incoming clients by completing the required documentation, entering all p et information and hi story 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 instr uctions, 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.
H IRING Q UALIFICA TIONS C OMPETENCIES
Leadership ? Customer Focus ? Peer Relationships ? Integrity & Trust ? Action Oriented ? Listening Functional ?Preventative care and OWPs ? C ommunication Skills ? Client Service Skills ? Priority Setting ? Time Management
C APABILITIES AND E XPERIENCE ( C AN 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 abi lity - 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 a bility - 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 co nvert units of measurement. ? Computer skills - Comfortably and confidently uses a computer and specialized software. Microsoft Word, Excel, Access, Outlook, etc.
A TTITUDES (W ILL D O )
? Initiative - shows willingness and aptitude to use own discretion in takin g 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 et hics of Banfield Pet Hospital s. 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 ch anging situations and opportunities and is willing to perform all tasks assigned. ? Independence - Able and willing to perform
unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
