Customer Experience Coordinator

About the role

You define the customer experience through service, focus, and participation, ensuring the customer journey is exceptional before, during, and after their time at VEG. You are outgoing and personable, conducting yourself professionally in both demeanor and presence with every interaction. You find ways to say yes and consistently put patient and customer experience above all else. In this role, you will grow where you want to go, building valuable experience and paving the way for unexpected and rewarding career directions. You will thrive in a fast-paced environment, balancing empathy with efficiency while representing the VEG mission in every interaction.

Key facts

What you'll do

Greet every customer with warmth and urgency, whether in person, over the phone, or online.

Oversee all customer communications including calls, emails, and texts, record details accurately, and route urgent medical calls to a doctor quickly.

Deliver personalized, memorable experiences by looking for creative ways to say yes to customer needs.

Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate to prevent disruptions in care.

Keep nursing teams and doctors updated on customer needs to ensure a seamless care experience across departments.

Provide confidential, compassionate guidance on financial options and end-of-life decisions with sensitivity and clarity.

Process payments accurately while protecting personal and financial information using secure systems and protocols.

Follow up with customers after visits to check on their pet's care and strengthen long-term relationships through trust and care.

Celebrate and capture special moments with permission, creating lasting connections between customers, their pets, and the hospital team.

Collaborate with cross-functional teams to align customer feedback with operational improvements and service excellence.

Maintain a calm, organized, and efficient presence in a noisy environment with strong or unpleasant odors common to emergency veterinary care.

Support continuity of care by ensuring all customer interactions are documented clearly for future reference and handoffs.

Promote a culture of saying yes by identifying opportunities to exceed expectations within policy and safety guidelines.

Act as a trusted point of contact for customers during stressful situations, demonstrating reliability and emotional intelligence.

Contribute to a positive team environment by sharing best practices and participating in ongoing learning and mentorship opportunities.

Requirements

You must possess 2+ years of experience in a customer service role to demonstrate your ability to handle complex interactions with professionalism.

You must have advanced knowledge in computer programs and practice management software to perform duties accurately and efficiently.

You must be highly organized, with strong attention to detail to ensure consistency and compliance in all customer interactions.

You must be a strong communicator, capable of interacting positively with anyone and everyone in diverse situations.

You must be a strong multitasker, able to thrive amid chaos and maintain quality service under pressure.

You must possess high emotional intelligence, able to read a room and plan and act accordingly to de-escalate tension and support needs.

You must be adaptable and amenable in high stakes environments where decisions can impact patient outcomes and customer satisfaction.

You must be willing to work in a noisy environment with strong or unpleasant odors inherent to emergency veterinary care.

You must be available to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs to ensure continuous coverage.

You must work well in a fast-paced environment with people from all backgrounds and different personality types while maintaining respect and professionalism.

You must be committed to following all hospital protocols, safety guidelines, and regulatory requirements in every customer interaction.

You must be able to handle sensitive information with discretion and maintain strict confidentiality regarding customer records and financial details.

You must be physically capable of performing job duties, including prolonged standing, lifting, and moving equipment as needed in a clinical setting.

Nice to have

None specified.

Practical notes

This is a full-time position with a rotating schedule that includes nights, weekends, and holidays based on hospital demand. The position is located in Boulder, Colorado, United States, and may require exposure to clinical environments with noise, activity, and strong odors common to emergency veterinary care. Employees must be willing to comply with all workplace safety and health protocols. Travel is not required for this role. No visa sponsorship information is provided.