Banfield Pet Hospital · 1 day ago
FT Shift Lead - Customer Service Coordinator
Wilmington, NC
Part-time
Onsite
Entry, Mid Level
$16.65/hr - $21.28/hr
2+ years expBanfield Pet Hospital is seeking a Shift Lead to provide continuity and operational support across all shifts. The Shift Lead will perform duties as a Customer Service Coordinator and veterinary assistant, coordinating staff and ensuring exceptional client service and hospital productivity.
Health CareHospitalMedical
Responsibilities
Live and exemplify the Five Principles of Mars, Inc. within self and team
Perform the duties of a CSC and/or veterinary assistant/technician, which may include the following:
Actively recruit new clients by promoting hospital services. Manage routing the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team
Maximize the number of pets seen by the hospital team through a productive and efficiently 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 pets, ensuring that they are comfortable in the hospital, educating them about their pet's health, performing or preparing procedures that do not require veterinarian or veterinary technician assistance, completing preparatory work for other procedures, and monitoring hospitalized or surgical pets as allowed in the state practice acts
Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services
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
Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures
Act as the extra eyes, ears and hands for the veterinarian and veterinary technician to ensure the best quality pet care and to maximize the veterinarian's and veterinary technician’s productivity, and communicate with the other associates to maintain the flow of patients
Obtain relevant information and history from clients and maintain proper and complete medical charts
Ensure the safety of pets, clients and associates by utilizing safe restraining techniques, following standard protocols, and maintaining clean, sterile and organized treatment areas, exam rooms and labs
Assist with surgery as applicable
Utilize technical skills to the fullest, within state practice acts and as outlined in the NAVTA guidelines for veterinary assistant skills and duties. Conduct administrative functions as necessary
Assist Practice Manager in developing an efficient, productive hospital team that provides the highest quality care and service to the most pets and clients, following all Banfield protocols and practices, as well as all local, state and federal laws, focusing the team to achieve practice priorities while building our culture and brand
Support Practice Manager in hospital labor management which may include adjusting paraprofessional team’s schedules on a shift by shift basis
May assist Practice Manager in the selection, training, and day-to-day supervision of the paraprofessional team to ensure quality medical care, exceptional client service, associate engagement and maximum productivity
Provide professional, efficient and exceptional client service (lead by example), ensuring all associates do the same, to include client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues
Assist Practice Manager in creating an environment where a team can deliver quality, efficient and effective veterinary care to pets
Foster an environment that engages associates, where associates do their best and feel good about being a member of the team
Provide effective communication between associates, clients, hospital leadership and Central Team Support
Ensure all hospital associates adhere to Banfield dress and grooming guidelines
Ensure all hospitalized pets are prepped and all equipment is ready for surgery
Ensure cases are assigned to VA’s and that they are clear on their work responsibilities for the day
Prepare whole team on cases scheduled for the day, assist with any transfers of cases from day before or external referrals to provide continuity of care, triage the treatment board
Assist Practice Manager in identifying potential 'bottlenecks' and formulating solutions to remove barriers in medical operations that would impede the doctors in providing world class preventive care and client service
Confer with field leadership and assist with client resolution decisions, invoice adjustments and client experience exceptions
Train and mentor new paraprofessional associates
Quality check medical records, go home medications, regulatory documentations, hospital cleanliness, and timeliness of doctors seeing exam room patients
Address broken equipment issues and assist in inventory management
Other job duties as assigned
Qualification
Preferred
Associate's degree or veterinary technician certification/licensure preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities
Two years experience (healthcare, veterinary profession, service-type industry, etc.) required, with six months experience at Banfield preferred
Prior supervisory experience preferred
Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred
Benefits
Comprehensive Medical, Dental, and Vision Insurance: Enjoy peace of mind knowing your health and wellness are our top priorities. We've got your essential medical, dental, and vision care covered.
Generous Retirement Plans (401(k) and Roth): Invest in your future and enjoy a generous company match to help you build a secure financial future.
Best-in-Class Student Debt Relief Program (for Full-Time DVMs): At Banfield, we understand the significant financial burden of student debt on veterinarians. We are committed to supporting our veterinary professionals and believe that addressing student debt is crucial for the long-term health of the veterinary profession.
Paid Time Off and Holidays: Take a break, recharge your wellbeing, and celebrate days of personal significance with paid time off and holidays.
Top-Tier Mental Health and Wellbeing Resources: Your mental health matters. Access our industry-leading resources, including free coaching and counseling sessions, to support your overall wellbeing and help you thrive.
Associate Life Insurance (company-paid) & Supplemental Life Insurance: Protect your loved ones with our company-paid Associate life insurance and have the option to purchase additional coverage for extra peace of mind.
Company-Paid Short- and Long-Term Disability: Feel secure knowing that if you face a temporary or long-term disability, you’ll have financial protection.
Flexible Spending Accounts (FSA): Save on healthcare and dependent care expenses by setting aside pre-tax money. It's a smart way to manage your budget and take care of your needs.
Health Savings Account (HSA): Make the most of your healthcare dollars with a tax-advantaged HSA, allowing you to pay for medical expenses with pre-tax funds.
Paid Parental Leave: We support growing families with paid parental leave for both birth and adoption, giving you precious time to bond with your new family addition.
Continuing Education Allowance (for Eligible Positions): Banfield is committed to supporting the professional growth of our Associates. This allowance provides financial assistance to pursue continuing education opportunities.
Back-Up Child and Elder Care & Family Support Resources: When life's unpredictable moments arise, our backup care and family support benefits provide the help you need to keep things running smoothly.
Fertility and Family Building Support: We're here for you on your journey to parenthood, offering comprehensive support for fertility treatments and family-building options.
Digital Exercise Therapy: Stay active and healthy with our digital exercise therapy program, designed to fit your busy lifestyle, and keep you moving.
Voluntary Protection Benefits: Get peace of mind with protection against the unexpected. You can purchase coverage to help support you financially during hospital stays, critical illness, and accidents.
Legal Plan: Gain extra peace of mind with our affordable and accessible legal plan which includes coverage for a wide range of legal needs.
Identity Protection: Identity Protection helps safeguard your personal information by alerting you to suspicious activity and providing support if your information is stolen.
Commuter Benefits: Say goodbye to commuting stress with our commuter benefits, making your daily journey more convenient and cost-effective.
Three Free Optimum Wellness Plans for Pets: We care about your furry friends too! Enjoy three free wellness plans to ensure your pets receive the best preventive and general care.
Exclusive Discounts: Unlock a world of savings with our wide variety of exclusive discounts on products and services, making life more affordable and enjoyable.
Company
Banfield Pet Hospital
Banfield Pet Hospital is a veterinary care agency that specializes in providing proactive and preventive approach to pet health treatments.
10001+ employees
H1B Sponsorship
Banfield Pet Hospital has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (30)
2024 (16)
2023 (13)
2022 (20)
2021 (9)
2020 (20)
Funding
Current Stage
Late StageTotal Funding
unknown2024-04-11Acquired
Leadership Team
Ludek Janousek
CFO
Jeff Ellison
Chief Operating Officer
Recent News
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2025-11-11
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