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 place 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 embody empathy, taking a people-centric approach whether supporting colleagues or understanding different perspectives from pet owners. You feel a strong sense of ownership over your work, taking responsibility for outcomes and staying committed to achieving long-term, impactful results for the organization.

Key facts

What you'll do

Greet every customer with warmth and urgency, whether in person, over the phone, or online in a fast-paced environment.

Oversee all customer communications (calls, emails, texts), record details accurately, and route urgent medical calls to a doctor quickly to ensure timely care.

Deliver personalized, memorable experiences - always looking for creative ways to say yes to customer needs and remove barriers to exceptional care.

Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate to maintain trust and satisfaction.

Keep nursing team and doctors updated on customer needs for a seamless care experience that aligns treatment with customer expectations.

Provide confidential, compassionate guidance on financial options and end-of-life decisions, navigating sensitive topics with professionalism.

Process payments accurately while protecting personal and financial information, maintaining strict compliance with data security.

Follow up with customers after visits to check on their pet's care and strengthen relationships, reinforcing ongoing loyalty and trust.

Celebrate and capture special moments (with permission), creating lasting connections between customers, their pets, and the hospital through thoughtful documentation.

Work well in a fast-paced environment with people from all backgrounds and different personality types, adapting communication and support styles accordingly.

Utilize advanced knowledge in computer programs and practice management software to streamline tasks and improve accuracy in customer interactions.

Be highly organized, with strong attention to detail, ensuring that every interaction is handled thoroughly and consistently.

Act as a strong communicator, able to interact positively with anyone and everyone, from pet owners to clinical teams and external partners.

Embrace adaptability and an amenable attitude in high-stakes environments, maintaining composure and focus under pressure.

Maintain availability to work nights, weekends, and holidays on a rotating or as-needed basis based on hospital demands to support continuous care.

Embrace a willingness to work in a noisy environment with strong or unpleasant odors, staying focused on service and care standards.

Requirements

2+ years of experience in a customer service role, demonstrating a proven track record of handling complex interactions with professionalism.

Advanced knowledge in computer programs and practice management software, enabling efficient navigation of systems that support patient care and customer communication.

Highly organized, with strong attention to detail to ensure accuracy in scheduling, records, and customer follow-ups.

A strong communicator; able to interact positively with anyone and everyone, including high-stress situations and sensitive conversations.

A strong multitasker, able to thrive amid chaos and manage multiple priorities without compromising quality or empathy.

High emotional intelligence, able to read a room and plan and act accordingly to de-escalate tension and support customers effectively.

Adaptable and amenable in high-stakes environments, showing resilience and flexibility when facing urgent or evolving challenges.

Must be willing to work in a noisy environment with strong or unpleasant odors, maintaining professionalism and focus on customer care at all times.

Availability to work nights, weekends, and holidays on a rotating or as-needed basis based on hospital needs, ensuring coverage for continuous emergency care.

Work well in a fast-paced environment with people from all backgrounds and different personality types, contributing to a collaborative and inclusive team dynamic.

Practical notes

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