Job Description

*Preferred candidate identified*

Starting Pay Rate: $19.50/hour with opportunities for merit increases (pay range: $18.50 - $20.38/hour).

Summary and Qualifications:

Communicate with Banfield clients, via inbound and outbound calls, who have past due payments for their Wellness Plans, NSFs, and/or outstanding hospital invoices to obtain account information, approval to collect the past due payments, and/or make acceptable payment arrangements.

Handle calls relating to Lost Pet and micro-chipping calls, hospital questions and general Wellness Plan questions from current and potential clients.

Essential Responsibilities and Tasks:

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Notify Banfield clients via telephone and email regarding delinquent accounts for Wellness Plans, third party collections, NSF’s and/or hospital invoices.
• Use various collections techniques to negotiate and secure payment on accounts
• Process and document future, current and past due transactions.

• Troubleshoot and resolve payment and account discrepancies.
• Document calls and resolutions using all appropriate systems, ensuring consistency in service.
• Assist hospital teams with Wellness Plan and non Wellness Plan financial information.
• Ensure the delivery of an exceptional client experience to both internal and external clients in every interaction.
• Educate associates and clients on business standards for Wellness Plans.
• Maintain client privacy, security and company confidentiality.
• Other job duties as assigned.

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.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
• 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 necessary equipment.
• The noise level in the work environment is normally moderate.
• Environment where pets are present.

Experience, Education and/or Training:

• Associate’s degree preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities. High School diploma/GED is required.
• Minimum of one year of relevant customer service and/or call center experience is required.
• Excellent communication skills are required.
• Ability to multi-task, prioritize, and manage time effectively is required.
• Strong client contact handling skills and active listening is required.

What We Offer – The Good Stuff:

• 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
• Competitive referral program – join our team, bring your friends, and get paid*
• 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

Even More Good Stuff:

• Opportunities for growth and leadership roles at Banfield, Mars, and other divisions of Mars
• Health and well-being benefits to support quality of life
• Associate-led equity, inclusion, and diversity groups (we have 7 of them!)
• Awesome opportunities to volunteer through Mars Volunteer Program, like volunteering at coral reef cleanups or on research vessels!

*Terms and conditions apply

**Benefits eligibility is based on employment status

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

Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital 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. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location.

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