Client service Representative

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. T HE F IVE P RINCIPLES 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. H IRING Q UALIFICATIONS C OMPETENCIES Leadership Customer Focus Peer Relationships Integrity & Trust Action Oriented Listening Functional Preventative care and OWPs

Position Description Client Service Coordinator - Job Description.docx 2 of 3 Last Revised: 08/20/2013 JP 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 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. 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 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.) Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. 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.

Position Description Client Service Coordinator - Job Description.docx 3 of 3 Last Revised: 08/20/2013 JP Associate is rou tinely exposed to a variet y of p ets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances. E XPERIENCE , E DUCATION AND / OR T RAINING High School Diploma or equivalent preferred. Must be at least 18 years old to perform duties involving radiography (x - ray) and exposure to radioactive substances. One year related experience required with customer service preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medica l terminology training is preferred. WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER. Company Policy, Federal and State Laws Forbid Discrimination Because of Age, Color, Race, Religion, Sex, Disability, Sexual Orientation or National Origin.