Client Retention Coordinators Needed

SUMMARY OF JOB PURPOSE AND FUNCTION The primary purpose and function of the Retention Coordinator is to provide outstanding customer service to both internal and external customers.ESSENTIAL RESPONSIBILITIES AND TASKS • Ability to educate and negotiate in order to retain Banfield’s Wellness Plan clients • Coordinate, if necessary, with hospitals to cancel Wellness Plans (under specific situations) • Educate clients regarding Wellness Plans • Participate in team meetings and provide feedback to improve processes • Document calls and resolutions using the Client Retention software and WPA • Display a positive and professional attitude towards internal and external clients • Respect and partner with fellow team members to achieve positive results • Other job duties as assignedHIRING QUALIFICATIONSCAPABILITIES AND EXPERIENCE (CAN 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. • 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.  Unusually decisive in handling difficult 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 convert units of measurement. • Computer skills - Comfortably and confidently uses a computer and specialized software. ATTITUDES (WILL DO) • Initiative – shows willingness and aptitude to use own discretion in taking 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 ethics of Banfield, The Pet Hospital.  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 changing situations and opportunities within their region and is willing to perform all tasks assigned. • Independence – Able and willing to perform tasks and duties without constant supervision. • Tolerance for Stress / Resiliency – Maintains a positive “can doâ€� outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations. SPECIAL WORKING CONDITIONS • Ability to work at a computer for long periods of time.  • Project timelines and work volume / deadlines may often require more than 40 hours per week to complete essential duties of this job. • 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 normally moderate. • Environment where Pets are present. EXPERIENCE, EDUCATION AND/OR TRAINING • Bachelor’s degree preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities. • High School diploma required. • Minimum one year relevant experience required, preferably in a customer service and call center environment. Company: Banfield, The Pet HospitalLocation: Portland, OR 97201 Job Category: Customer Support/Client CareStatus: Full Time, Employee