Customer Experience Coordinator (Per Diem)

About the role

Customer interactions define the experience from arrival to follow-up, supported by service, focus, and participation. The role requires professional demeanor in every channel while empowering yes-driven solutions for pets and people. You own the end-to-end customer journey in high-pressure moments, ensuring clinical teams can focus on medical care while you manage communication and experience. You will act as the calm, capable voice guiding clients through some of their most stressful situations with clarity and compassion. This position demands ownership of both emotional and operational aspects of each interaction. You will translate complex medical information into actionable, understandable steps for pet owners in real time. Success in this role is defined by your ability to turn tense situations into structured, reassuring experiences. You will be the consistent presence that clients remember when they reflect on how their pet was cared for.

Key facts

What you'll do

Warm greetings set the tone for urgent in-person, phone, and online interactions to create positive first encounters.

Customer communications across calls, emails, and texts are documented precisely, with urgent medical cases routed swiftly to clinical professionals.

Memorable experiences emerge through creative yes-driven responses that prioritize pets and client expectations.

Concerns are resolved promptly while reading the room and anticipating issues to sustain calm care journeys.

Updates on customer needs flow clearly to nursing teams and doctors to coordinate seamless care for pets and people.

Financial options and end-of-life guidance are delivered confidentially and compassionately with sensitivity and clarity.

Payment processing safeguards personal and financial information through careful, accurate execution.

Post-visit follow-ups confirm pet care progress and reinforce ongoing relationships over time.

Special moments are captured with permission to connect customers, their pets, and the hospital through shared celebrations.

You will coordinate arrival logistics and intake procedures to ensure patients are seen efficiently without disrupting clinical workflow.

You will verify client understanding of treatment plans, costs, and next steps before they leave the point of care.

You will manage digital correspondence, ensuring responses are timely, accurate, and aligned with clinical priorities.

You will escalate critical situations to licensed professionals using structured communication methods that preserve urgency and clarity.

You will maintain composure when handling distressed callers, using de-escalation techniques rooted in empathy and patience.

You will support practice readiness by preparing workspaces, equipment, and communication channels for each shift.

Requirements

The posting states a bachelor's degree requirement. At least 2 years in customer service ensures readiness for complex, high-stakes interactions.

Advanced computer and practice management software proficiency drives efficient, accurate operations.

Strong organization and attention to detail handle multiple responsibilities without error.

Clear communication skills enable positive engagement with diverse individuals and personalities.

Multitasking thrives amid chaos inherent in emergency veterinary environments.

High emotional intelligence reads room dynamics to plan and act appropriately in real time.

Adaptability remains steady in fast-moving, high-stakes situations.

Problem solving and innovation continuously improve the customer journey.

Tolerance for noisy settings with strong or unpleasant odors matches the clinical environment.

Flexible availability covers nights, weekends, and holidays on a rotating schedule aligned with hospital demand.

Effective collaboration works smoothly with varied backgrounds and personality types under pressure.

Practical notes

This per diem role operates within a noisy clinical space where strong or unpleasant odors are present.

Close coordination with nursing staff and doctors supports seamless care delivery.

for specific scheduling and application procedures.

Typical interview steps

Customer success interviews usually include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call. Some loops test product knowledge. Empathy and clear writing are the core skills. Interviewers often ask how you would bring an unhappy account back on track. Structure your answer around listening, a plan, and follow up.

Good to know

The role emphasizes customer empathy, creative problem solving, and clear communication under pressure.

Emergency veterinary workflows rely on rapid decision support for nursing teams and doctors at critical moments.

Typical tools include practice management software and secure communication platforms that organize information and interactions.

Professional resilience supports sustained performance in fast-paced, emotionally demanding settings.

Observation of room dynamics guides real-time responses to diverse patient and client needs.

Consistent documentation and information sharing maintain continuity across evolving care situations.