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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. 

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