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Client Service Coordinator

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Job Snapshot
Location:
Allentown, PA (map it!Map it! )
Employee Type:
Part-Time
Industry:
Healthcare - Health Services
Manages Others:
Not Specified
Job Type:
Customer Service
Education:
High School
Experience:
Not Specified
Post Date:
11/3/2009
Contact Information
Ref ID:
1222
Description

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 team members 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

  •  Lead the Cycle of Service for the veterinary medical team. This includes actively recruiting new clients by promoting hospital services. It also includes routing 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 'come in now' environment.
  •  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.
  •  Perform other duties as assigned.

    HIRING QUALIFICATIONS

    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 English 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.  Unusually decisive in handling difficult 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 and divide, and to compute rate, ratio and percent; ability to convert units of measurement.
  •  Computer skills - Comfortably and confidently uses a computer and specialized software. Microsoft Word, Excel, Access, Outlook, etc.

    ATTITUDES (WILL DO)

  •  Initiative – shows willingness and aptitude to use own discretion in taking 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 ethics of Banfield, The Pet Hospital.  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 changing 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.

    SPECIAL WORKING CONDITIONS

  •  Ability to work at a computer for long periods of time. 
  •  Project timelines and work volume / deadlines may often require more than 40 hours per week to complete essential duties of this job.
  •  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 normally moderate.
  •  Environment where Pets are present.
  •  Flexible hours; Full Time including evenings & weekends.

    EXPERIENCE, EDUCATION AND/OR TRAINING

  •  Associate’s or Bachelor’s degree preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities; High School Diploma required.
  •  Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.
  •  One year related experience required with customer service preferred.


    # of Openings:  2

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