Customer Experience Coordinator

About This Role

As a Customer Experience Coordinator, define and perfect the customer's experience through service, focus, and participation before, during, and after their time at VEG. You will deliver personalized, memorable experiences and find creative ways to say "yes" to customer needs.

Responsibilities

• Greet every customer with warmth and urgency, whether in person, over the phone, or online
• Oversee all customer communications (calls, emails, texts), record accurate details, and route urgent medical calls to a doctor quickly
• Deliver personalized, memorable experiences, always looking for creative ways to fulfill customer needs
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate
• Keep nurses and doctors updated on customer needs for a seamless care experience
• Provide confidential, compassionate guidance on financial options and end-of-life decisions
• Process payments accurately while protecting personal and financial information
• Follow up with customers after visits to check on their pet's care and strengthen relationships
• Celebrate and capture special moments (with permission), creating lasting connections between customers, their pets, and the hospital

Requirements

• 2+ years of experience in a customer service role
• Advanced knowledge in computer programs and practice management software
• Highly organized, with strong attention to detail
• Strong communication skills
• Ability to multitask and thrive amid chaos
• High emotional intelligence
• Adaptable and amenable in high stakes environments
• Willingness to work in a noisy environment with strong or unpleasant odors
• Availability to work nights, weekends, and holidays on a rotating or as needed basis

Qualifications

• 2+ years of experience in a customer service role

Benefits