Client Service Coordinator

The Client Service Coordinator (CSC) plays a vital role in ensuring a smooth, efficient, and welcoming experience for clients and their pets. This role supports the veterinary medical team by managing client flow, enhancing productivity, and delivering excellent service. The CSC builds client loyalty by fostering a friendly and professional atmosphere that encourages repeat visits and referrals.

Key Responsibilities

• Embody and promote the Five Principles of Mars, Inc.: Quality, Responsibility, Mutuality, Efficiency, and Freedom.

• Greet clients and pets warmly, ensuring a comfortable and engaging environment.

• Guide the flow of clients and pets to maximize team productivity and client satisfaction.

• Promote hospital services and wellness plans to encourage new client acquisition.

• Educate clients on preventative care, hospital offerings, and Optimum Wellness Plans (OWPs).

• Assist with check-in by entering pet details, applying ID tags, and completing documentation.

• Support check-out by providing clear instructions, processing invoices, dispensing medications, and scheduling follow-up appointments.

• Accurately handle financial transactions, including daily opening and closing procedures.

• Perform administrative duties as assigned.

• Deliver consistently professional, efficient, and empathetic service.

Core Competencies

Leadership Qualities

• Customer Focus

• Peer Collaboration

• Integrity & Trust

• Action-Oriented

• Active Listening

Functional Skills

• Communication (Verbal and Written)

• Prioritization and Time Management

• Client Service Excellence

• Knowledge of Preventative Care and Wellness Plans

Required Capabilities

Skills & Abilities (Can Do)

• Multitasking: Handles multiple priorities effectively in a fast-paced environment.

• Communication: Speaks and writes fluent English with strong grammar and vocabulary.

• Organization: Maintains orderly processes and helps create structure from chaos.

• Problem Solving: Quickly identifies issues and offers practical, effective solutions.

• Customer Service: Enthusiastic about helping clients and delivering excellent service.

• Cognitive Ability: Follows directions and processes information accurately.

• Math Proficiency: Understands basic math, percentages, and unit conversions.

• Technical Skills: Comfortable using computers and software (e.g., Microsoft Office Suite).

Attitude & Work Ethic (Will Do)

• Initiative: Takes proactive steps to improve service and efficiency.

• Integrity: Maintains high ethical standards and confidentiality.

• Team Player: Cooperates and communicates effectively with colleagues.

• Adaptability: Willing to accept new tasks and work flexible hours, including evenings and weekends.

• Self-Reliance: Works independently without requiring constant supervision.

• Stress Management: Remains positive and composed under pressure.

Working Conditions

• Must be able to sit at a computer for extended periods.

• Requires comfort and confidence around animals (dogs, cats, birds, reptiles, etc.).

• May need to work over 40 hours/week depending on hospital needs.

• Requires physical ability to stand, walk, kneel, crouch, climb, and lift up to 50 lbs.

• Requires dexterity, visual acuity, and ability to operate equipment.

• Exposure to animal bites/scratches, anesthesia, radiation, biological hazards, and medications.

Qualifications

• High school diploma or equivalent preferred.

• Must be at least 18 years old to assist with radiographic procedures.

• At least one year of related experience; customer service background preferred.

• Veterinary, medical, or pharmaceutical background is a plus, especially with medical terminology.

We are a drug-free, smoke-free, equal opportunity employer. Discrimination based on age, race, color, religion, sex, disability, sexual orientation, or national origin is strictly prohibited under company policy and applicable laws.