Part Time - Client Service Coordinator (CSC)
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Summary of Job Purpose
The Client Service Coordinator (CSC) is responsible for creating an exceptional client and pet experience while supporting the efficiency and productivity of the hospital team. The CSC coordinates the flow of clients and pets through the hospital, promotes hospital services, and ensures clear communication with clients and associates. This role helps create a welcoming, friendly, and efficient environment that encourages clients to return and refer family and friends.
Essential Responsibilities
Client Experience & Service
Deliver professional, efficient, and exceptional client service at all times.
Welcome clients and pets in a warm, friendly, and caring manner.
Ensure clients and pets are comfortable throughout their visit.
Educate clients on pet health, preventive care, hospital services, and Optimum Wellness Plans (OWPs).
Promote hospital services and encourage routine visits to support pet wellness.
Client & Patient Flow Management
Coordinate the flow of clients and pets to maximize hospital efficiency and productivity.
Assist in maximizing the number of pets seen each day while maintaining quality care.
Support the needs of wellness plan members through effective scheduling and service coordination.
Route appointments appropriately to optimize the veterinary team's time and resources.
Client Check-In & Documentation
Greet incoming clients and complete all required documentation.
Accurately enter pet information, medical history, and client data into hospital systems.
Utilize appropriate identification collars and tags to ensure patient safety.
Ensure prompt and efficient client service from arrival through discharge.
Client Check-Out & Follow-Up
Provide clients with discharge instructions, invoices, and educational materials.
Dispense prescription items according to veterinarian instructions.
Recommend and sell appropriate retail products and services.
Schedule future appointments and follow-up care as needed.
Administrative & Financial Responsibilities
Process transactions accurately and maintain balanced financial records.
Follow all hospital opening and closing procedures.
Complete administrative tasks as assigned.
Maintain accurate documentation and records in accordance with hospital policies.
Team & Culture
Live and exemplify the Five Principles of Mars, Incorporated.
Contribute to a positive, collaborative, and professional team environment.
Perform additional duties and responsibilities as assigned.
The Five Principles
Quality
The consumer is our boss.
Quality is our work.
Value for money is our goal.
Responsibility
Take personal ownership and accountability for performance.
Support associates in achieving shared goals.
Mutuality
Promote mutually beneficial relationships with clients, associates, and partners.
Foster long-term success through shared benefits.
Efficiency
Maximize resources and eliminate waste.
Focus on doing what we do best.
Freedom
Support the hospital's future success through responsible business practices.
Recognize that profitability enables continued growth and opportunity.
Core Competencies
Leadership Competencies
Customer Focus
Peer Relationships
Integrity and Trust
Action Oriented
Active Listening
Functional Competencies
Preventive Care and Optimum Wellness Plans (OWPs)
Effective Communication
Client Service Excellence
Priority Management
Time Management
Capabilities & Experience
Communication Skills
Read, write, and speak fluent English.
Demonstrate strong written and verbal communication skills.
Use proper grammar, vocabulary, and professional communication practices.
Organization & Time Management
Manage multiple priorities in a fast-paced environment.
Maintain organization and accuracy while handling competing demands.
Demonstrate strong attention to detail and follow-through.
Problem Solving
Identify issues, analyze situations, and develop practical solutions.
Exercise sound judgment and decision-making skills.
Client Service
Consistently provide attentive, courteous, and informative service.
Build positive relationships with clients and team members.
Technical & Mathematical Skills
Utilize Microsoft Office applications and hospital software systems effectively.
Perform basic mathematical calculations, including percentages, ratios, and conversions.
Professional Attributes
Initiative
Take proactive steps to solve problems and improve processes.
Seek opportunities to support team and hospital goals.
Integrity
Demonstrate honesty, professionalism, and sound judgment.
Adhere to Banfield policies, ethics, and standards.
Collaboration
Work effectively with others and share information as needed.
Foster teamwork and mutual respect.
Flexibility
Adapt to changing priorities and business needs.
Perform a variety of tasks and responsibilities as assigned.
Independence
Work effectively with minimal supervision.
Take ownership of assigned responsibilities.
Resilience
Maintain a positive attitude in stressful situations.
Remain professional and composed when facing challenges.
Working Conditions
Ability to work at a computer for extended periods.
Ability to work confidently around a variety of animals, including dogs, cats, birds, and reptiles.
May be required to work evenings, weekends, and schedules exceeding 40 hours per week based on business needs.
Must possess the cognitive ability to perform reasoning, mathematical, and communication tasks.
Work environment may include moderate to high noise levels.
Ability to stand, walk, kneel, crouch, stoop, and climb during shifts.
Ability to lift, carry, and move up to 50 pounds.
Requires good hand-eye coordination, manual dexterity, and visual acuity.
Regular exposure to animals that may bite or scratch.
Occasional exposure to anesthesia, radiation, biological hazards, medications, and controlled substances.
Education & Experience Requirements
Required
High School Diploma or equivalent preferred.
Minimum of one year of customer service experience.
Must be at least 18 years of age to perform duties involving radiography (X-ray) procedures.
Preferred
Veterinary, healthcare, pharmaceutical, or related medical experience.
Knowledge of medical terminology.
Experience in a veterinary hospital or healthcare environment.
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The pay range for this role is
$15.00 - $18.69 HourlyThe pay range listed reflects a general hiring range for the area, with the specific rate determined based on the candidate’s experience, skill level, and education, and may vary depending on location or applicable minimum wage laws.
Here at Banfield, we prioritize your well-being and professional growth by offering a comprehensive total rewards package, including health, wellness, and financial support for you, your family, and even your pets. Check out some of our “Meow-velous” benefits:
Comprehensive Medical, Dental, and Vision Insurance: Enjoy peace of mind knowing your health and wellness are our top priorities. We've got your essential medical, dental, and vision care covered.
Generous Retirement Plans (401(k) and Roth): Invest in your future and enjoy a generous company match to help you build a secure financial future.*
Best-in-Class Student Debt Relief Program (for Full-Time DVMs): At Banfield, we understand the significant financial burden of student debt on veterinarians. We are committed to supporting our veterinary professionals and believe that addressing student debt is crucial for the long-term health of the veterinary profession.
Paid Time Off and Holidays: Take a break, recharge your wellbeing, and celebrate days of personal significance with paid time off and holidays.*
Top-Tier Mental Health and Wellbeing Resources: Your mental health matters. Access our industry-leading resources, including free coaching and counseling sessions, to support your overall wellbeing and help you thrive.*
Associate Life Insurance (company-paid) & Supplemental Life Insurance: Protect your loved ones with our company-paid Associate life insurance and have the option to purchase additional coverage for extra peace of mind.
Company-Paid Short- and Long-Term Disability: Feel secure knowing that if you face a temporary or long-term disability, you’ll have financial protection.
Flexible Spending Accounts (FSA): Save on healthcare and dependent care expenses by setting aside pre-tax money. It's a smart way to manage your budget and take care of your needs.
Health Savings Account (HSA): Make the most of your healthcare dollars with a tax-advantaged HSA, allowing you to pay for medical expenses with pre-tax funds.
Paid Parental Leave: We support growing families with paid parental leave for both birth and adoption, giving you precious time to bond with your new family addition.
Continuing Education Allowance (for Eligible Positions): Banfield is committed to supporting the professional growth of our Associates. This allowance provides financial assistance to pursue continuing education opportunities.*
Back-Up Child and Elder Care & Family Support Resources: When life's unpredictable moments arise, our backup care and family support benefits provide the help you need to keep things running smoothly.*
Fertility and Family Building Support: We're here for you on your journey to parenthood, offering comprehensive support for fertility treatments and family-building options.
Digital Exercise Therapy: Stay active and healthy with our digital exercise therapy program, designed to fit your busy lifestyle, and keep you moving.
Voluntary Protection Benefits: Get peace of mind with protection against the unexpected. You can purchase coverage to help support you financially during hospital stays, critical illness, and accidents.*
Legal Plan: Gain extra peace of mind with our affordable and accessible legal plan which includes coverage for a wide range of legal needs.*
Identity Protection: Identity Protection helps safeguard your personal information by alerting you to suspicious activity and providing support if your information is stolen.*
Commuter Benefits: Say goodbye to commuting stress with our commuter benefits, making your daily journey more convenient and cost-effective.*
Three Free Optimum Wellness Plans for Pets: We care about your furry friends too! Enjoy three free wellness plans to ensure your pets receive the best preventive and general care.*
Exclusive Discounts: Unlock a world of savings with our wide variety of exclusive discounts on products and services, making life more affordable and enjoyable.*
Benefits eligibility is based on employment status. Full-time (FT) Associates are eligible for all benefit programs (Student Debt Program available for FT DVMs only); Part-time Associates are eligible for those benefits with an asterisk (*).