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SUMMARY 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 service s 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  Integrity & Trust  Action Oriented  Listening Functional Preventative care and OWPs  C ommunication Skills  Client Service Skills  Priority Setting  Time Management

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

unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.