Client Retention Coordinator (Remote)

JOB TITLE:

LOCATION & SCHEDULE:

COMPENSATION:

As  part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership.

Why This Role Matters:

The primary purpose and function of the Client Retention Coordinator is to provide outstanding customer service to both internal and external clients, ability to communicate and educate clients on services and goods regarding Wellness Plans, approval to collect payment and cancel Wellness Plans, shows empathy and compassion while communicating with clients of deceased pets.

You Will:

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Educate and negotiate in order to retain Banfield’s Wellness Plan clients.
• Utilize various strategic preservation techniques to educate clients about their Wellness Plans.
• Coordinate, if necessary, with hospitals to cancel Wellness Plans (under specific situations).
• Educate Banfield clients in regards to our Wellness Plan terms, conditions, services, and inclusions.
• Document all calls and resolutions using the Client Retention software in PAWS.
• Display a positive and professional attitude towards internal and external clients at all times.
• Respect and partner with fellow associates to achieve positive results within the team
• Other job duties as necessary.

Your Experience Should Include:

• Associate’s degree is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• One year of Customer Service (Call Center, etc.) experience is required.

This Remote Position Requires:

• A hardwired internet connection with a minimum speed of 85mbs.

• A quiet, dedicated work space.

• May require working variable schedules, including evenings, weekends, and holidays.  

Salary Range:

The starting pay rate for this role is $19.33/hour with opportunities for merit increases (pay range: $19.24 - $28.86/hour).

Compensation is determined based on education, experience, and other relevant credentials. Our salary ranges are determined by role, level, location, and market competitiveness.

Does this sound like you? Want to join an organization that values Quality, Efficiency, Responsibility, Mutuality, and Freedom? Apply today to be considered and join us to advance our mission to create A BETTER WORLD FOR PETS.

What We Offer You: 

• Competitive salary with paid time off & holidays so you can spend time with the people you love.

• Medical, dental, and vision insurance for you and your loved ones.

• Fertility and family-building assistance.

• Paid Parental leave.

• Practice Paid Basic Life Insurance.

• Practice Paid Short- and Long-Term Disability.

• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.

• Commuter Benefits.

• Legal Plan.

• Health Savings Account & Flexible Spending Account.

• Mental health support and resources.

• Paid Volunteering.

• Optimum Wellness Plans® for up to three pets.

• Continuing Education allowance & MED hours for eligible positions.

• Student Debt Relief (for full-time DVMs).

• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

Special Working Considerations:

• Ability to work at a computer for long periods of time.

• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.

• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.

• The noise level in the work environment is normally moderate.

• Environment where pets are present.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH 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, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.