Client Service Coordinator

The Role

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 clear communication with associates and clients, 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.

Key Responsibilities

• Support Client Service Manager with day to day client service duties.

• 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.

• Actively route the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.

• 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.

• Comfortably and confidently uses a computer and specialized medical software, as well as Microsoft Outlook, Word and Excel.

• Other duties as assigned.

Requirements

• Diploma holder or equivalent professional qualification
• Hands-on / relevant working experience in a client facing service-related environment.
• Independent, self-motivated, capable to meet tight timeline.
• Attention to details and accuracy with strong sense of urgency.
• Ability to handle multi-tasks and respond effectively to ad-hoc requests.
• Reads, writes and speaks fluent English. Demonstrates strong written and verbal communication skills.
• Consistently ensures front desk team provides each client with attentive, courteous and informative service delivering exceptional client experience.
• Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
• Demonstrates a systematic approach in carrying out assignments. S/he is orderly and excels at cutting through confusion and turning chaos into order.
• Demonstrates a strong ability to identify, analyze and solve problems. S/he is able to translate problems into practical solutions.
• Good stakeholder management skills and strong interpersonal and communication skills.
• Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.
• Prior experience in customer-facing roles is advantageous.
• Interest and love of animals is beneficial.