Client Service Coordinator
Job Summary
The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team, 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.
Responsibilities
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: encouraging hospital visits, welcoming clients and pets, ensuring comfort, and educating them about their pet's health.
Assist incoming clients by completing required documentation, entering pet information and history, 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 and perform other job duties as assigned.
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 and do 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 and shifts attention quickly without loss of accuracy.




Communication skills – reads, writes, and speaks fluent English with appropriate grammar and vocabulary.
Organizational ability – demonstrates a systematic approach and turns chaos into order.
Problem solving skills – identifies, analyzes, and solves problems, translating them into practical solutions.
Client service skills – consistently ensures attentive, courteous, and informative service to clients.
Intellectual ability – follows instructions accurately, whether oral or written.
Mathematical ability – performs basic calculations and unit conversions.
Computer skills – comfortably uses Microsoft Word, Excel, Access, Outlook, and specialized software.
Attitudes (will do)
Initiative – uses discretion to find solutions and presents improvement ideas.
Integrity – adheres to Banfield values and exhibits honesty, discretion, and sound judgment.
Cooperativeness – works with others, collaborates, and shares information promptly.
Flexibility – is open to changing situations and willing to perform all tasks assigned.
Independence – performs duties without supervision when required.
Tolerance for Stress / Resiliency – maintains a positive outlook, rebonds quickly from frustrations, and keeps a friendly demeanor under stress.
Special Working Conditions
Requires long periods at a computer, confidence around a variety of pets, ability to work more than 40 hours per week—including weekends and evenings—mental reasoning and language skills, moderate noise level, ambulatory skills for standing, walking, stooping, kneeling, crouching, climbing, and lifting up to 50 pounds, good hand‐eye coordination, arm‐hand‐finger dexterity, vision ability for keyboard use, and exposure to pets that may bite or scratch and occasional exposure to anesthesia, radiation, biological hazards and medication or controlled substances.
Experience, Education and Training
High School Diploma or equivalent preferred. Must be at least 18 years old to perform duties involving radiography and exposure to radioactive substances. One year of related customer service experience required.



Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.
Salary
The pay range for this role is $***** - $***** Hourly. The pay range listed reflects a general hiring range for the area, with the specific rate determined based on the candidate's experience, skill level, and education, and may vary depending on location or applicable minimum wage laws.
Benefits
Comprehensive Medical, Dental, and Vision Insurance: covered health and wellness benefits.
Generous Retirement Plans (401(k) and Roth): company match included.
Best-in-Class Student Debt Relief Program (for Full‐Time DVMs): financial support for student debt.
Paid Time Off and Holidays: paid leave for personal and family occasions.
Top‐Tier Mental Health and Wellbeing Resources: industry‐leading counseling and coaching.
Associate Life Insurance (company‐paid) & Supplemental Life Insurance.
Company‐Paid Short and Long‐Term Disability.
Adaptable Spending Accounts (FSA).
Health Savings Account (HSA).
Paid Parental Leave for birth and adoption.
Continuing Education Allowance (for Eligible Positions).
Backup Child and Elder Care & Family Support Resources.
Fertility and Family Building Support.
Digital Exercise Therapy program.
Voluntary Protection Benefits.
Legal Plan covering a broad range of needs.
Identity Protection services.
Commuter Benefits.
Three Free Optimum Wellness Plans for Pets.
Exclusive Discounts on products and services.
Equal Opportunity Employer and Non‐Discrimination Statement
WE ARE A DRUG‐FREE, SMOKE‐FREE, EQUAL OPPORTUNITY EMPLOYER. Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity and expression, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location. We believe that embracing inclusion and diversity enables us to live our Purpose: A BETTER WORLD FOR PETS.
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