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Client Service Coordinator
 

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 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, doing 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

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 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

Experience:

1 year of Veterinary Clinic experience preferred

A background strong in sales and customer service will be considered in lieu of veterinary experience