S UMMARY 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 services 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

• I ntegrity & Trust

• Action Oriented

• Listening Functional

• Preventative care and OWPs

  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 tasks and duties without supervision.

• Tolerance for Stress / Resiliency – Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations

  S PECIAL W ORKING C ONDITIONS

• Ability to work at a computer for long periods of time.

• Ability to be confident around p ets (i.e., dogs, cats, birds, reptiles, etc.)

• This position requires special hours including working weekends and evenings.

• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.

• The noise level in the work environment is moderately high.

• Requires sufficient ambulatory skills in ord er to perform duties while at hospital.

• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.

• Requires good hand - eye coordination, arm - hand - finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate equipment.

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.