Customer Experience Coordinator

About the role

This position is responsible for overseeing the customer experience through meticulous service, unwavering focus, and active participation across every stage of the visit. The successful candidate will be a highly outgoing individual who is passionate about perfecting the experience for both people and their pets, serving as the primary brand representative in every single interaction. You will own the narrative of the hospital visit by ensuring that clients feel heard, supported, and valued from the moment they walk through the door. This role requires a unique blend of empathy and efficiency, where your daily actions directly influence client loyalty and trust in the brand. You will be expected to master the nuances of the service journey, identifying opportunities to elevate the standard of care and support provided. The position demands a proactive mindset, anticipating needs before they are explicitly stated to prevent potential friction points. Ultimately, you will be the calm, knowledgeable, and reassuring presence that guides clients through some of their most stressful moments.

Key facts

A minimum of 2+ years in a customer service role demonstrates readiness for this position.

Advanced proficiency in computer programs and practice management software supports efficient daily workflows.

Strong organizational skills and attention to detail ensure accuracy and consistency in operations.

Effective communication enables positive interactions with a wide range of people and personalities.

The ability to multitask and thrive in chaotic, fast-paced situations is essential for success.

High emotional intelligence allows for reading situations and adjusting plans accordingly.

Adaptability and composure are maintained in high-stakes environments.

Problem-solving skills drive innovation in resolving complex challenges.

Comfort working in a noisy environment with strong or unpleasant odors is necessary for the role.

Availability for nights, weekends, and holidays aligns with hospital operational needs.

Collaboration across diverse teams requires ease working with people from varied backgrounds.

What you'll do

Coordinate seamless care by acting as the central liaison between nursing teams, doctors, and clients to ensure clarity and alignment on treatment plans.

Utilize advanced proficiency in practice management software to update client records, schedule appointments, and maintain accurate billing information with precision.

Employ strong organizational skills to manage multiple cases simultaneously, ensuring that no detail is overlooked in a high-stakes medical environment.

Leverage high emotional intelligence to de-escalate tense situations, reading emotional cues and adjusting communication strategies in real time.

Maintain adaptability and composure when facing unexpected challenges, such as emergency surges or system outages, without compromising service quality.

Drive innovation in problem-solving by analyzing recurring client issues and proposing sustainable solutions that improve the overall experience.

Provide effective communication by delivering clear, jargon-free explanations of veterinary procedures, costs, and aftercare instructions to concerned pet owners.

Demonstrate comfort working in a noisy environment with strong or unpleasant odors, maintaining professionalism and focus throughout every shift.

Ensure availability for nights, weekends, and holidays, aligning personal schedules with the 24/7 operational needs of the hospital network.

Facilitate collaboration across diverse teams by fostering a culture of respect and inclusion, working easily with people from varied backgrounds and experiences.

Champion the brand promise by saying yes to creative solutions that prioritize the well-being of pets and the satisfaction of their human companions.

Support the onboarding of new accounts by guiding clients through the process, answering questions, and helping them understand the value of the services provided.

Monitor usage signals and client feedback to step in proactively before dissatisfaction leads to churn, reinforcing long-term loyalty.

Contribute to a culture of diversity, equity, and inclusion by embodying the values of the team in every interaction, ensuring the community feels represented and respected.

Utilize general veterinary emergency medicine tools and payment systems efficiently to process transactions and support clinical workflows without delay.

Requirements

A minimum of 2+ years of prior experience in a customer service role is mandatory to ensure readiness for the dynamic demands of this position.

Advanced proficiency in computer programs and practice management software is a hard requirement to perform the essential functions of the job efficiently.

Strong organizational skills and attention to detail are non-negotiable, as inaccuracies in this role can impact patient care and client trust.

Effective communication is an absolute requirement, as the role involves constant interaction with clients, medical professionals, and support staff.

The ability to multitask and thrive in chaotic, fast-paced situations is essential, as the emergency environment is unpredictable and demanding.

High emotional intelligence is required to navigate sensitive conversations and adapt strategies based on the emotional state of clients.

Adaptability and composure must be demonstrated in high-stakes environments where decisions have significant consequences.

Problem-solving skills are a hard bar, as the role requires innovative thinking to resolve complex challenges under pressure.

Comfort working in a noisy environment with strong or unpleasant odors is necessary due to the nature of the veterinary setting.

Availability for nights, weekends, and holidays is required to ensure continuous coverage and support for the hospital network.

Collaboration across diverse teams requires an ease of working with people from varied backgrounds, cultures, and experiences.

A degree is required, though the specific field of study is less important than the demonstrated ability to learn and apply new information.

The candidate must be willing to embrace the core mission of placing the needs of pets and customers above all else.

Willingness to adhere to the policies and procedures of a 24/7 hospital network is essential for maintaining operational excellence.

Practical notes

This role operates within a 24/7 hospital network open every day of the year.

You will work closely with nursing teams and doctors to coordinate seamless care.

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.