Customer Experience Coordinator

About the role

This position is centered on defining and executing the customer experience through attentive service, focused presence, and active participation across every point of contact. The hire will partner with an outgoing mindset, placing the wellbeing of patients and the satisfaction of clients above all other priorities while actively supporting personal career growth within the field of emergency medicine. In this capacity, you will help to shape and uphold emergency care standards in an environment that is both fast-paced and intensely customer-centric. You will own the relationship by ensuring that every interaction reflects the highest standards of care and compassion. This role requires a commitment to maintaining a positive experience for pets and their people during some of their most stressful moments. You will act as a vital link between the clinical team and the clients, translating complex medical information into clear and reassuring communication. Success in this position means you own the outcome of customer satisfaction and retention through consistent, high-quality interactions.

Key facts

What you'll do

Customized greetings set a positive tone for every interaction, whether in person, by phone, or online, establishing immediate rapport and trust.

Customer communications are managed and recorded with precision, ensuring that urgent medical calls are identified and routed promptly to a qualified doctor.

Memorable experiences are created by approving and implementing creative solutions that consistently keep patient care at the absolute center of every decision.

Concerns are handled with deep empathy, remarkable speed, and foresight to maintain client trust and prevent minor issues from escalating into major problems.

Information flows seamlessly between nursing teams and doctors through meticulous coordination to support highly coordinated and effective patient care.

Financial guidance is delivered in a confidential and compassionate manner during sensitive discussions regarding treatment plans and associated costs.

Transactions are processed with a high degree of accuracy while rigorously safeguarding personal and financial data against any breaches or errors.

Follow-up conversations are conducted to confirm the status of pet care after visits, reinforcing ongoing relationships and demonstrating continued commitment to wellbeing.

You will monitor service metrics and customer feedback to identify patterns and proactively address potential gaps in the client journey.

Educational support is provided to clients regarding practice management software and communication tools to facilitate smoother interactions.

You will utilize strong organizational skills to manage multiple responsibilities accurately, ensuring that no detail is overlooked in a high-stakes setting.

Clear communication abilities are used to engage positively with a wide array of individuals, personalities, and emotional states with professionalism.

Multitasking capability is exercised to remain composed and focused amid chaotic conditions without sacrificing the quality of service.

High emotional intelligence is applied to rapidly assess situations and determine the most appropriate and empathetic response in sensitive contexts.

Flexibility is demonstrated by making swift, confident decisions that prioritize patient care and client needs in high-stakes environments.

Requirements

At least 2 years of customer service experience is mandatory to ensure consistent performance and reliability in all customer-facing situations.

Advanced proficiency in computer programs and practice management software is required for efficient system navigation and daily workflow execution.

Strong organizational skills and a keen attention to detail are necessary to manage multiple responsibilities accurately and without error.

Clear communication abilities are required to engage positively with diverse individuals, cultures, and personality types in a respectful manner.

The ability to multitask effectively is essential to remain composed and focused amid chaotic conditions inherent in emergency care.

High emotional intelligence is a strict requirement to assess situations accurately and respond appropriately in sensitive and stressful contexts.

Flexibility in decision-making is required to act confidently in high-stakes environments where choices directly affect patient care and outcomes.

Tolerance for noisy surroundings and strong or unpleasant odors must be maintained without complaint to ensure a professional demeanor at all times.

Availability to work nights, weekends, and holidays on a rotating or as-needed basis is mandatory to align with the 24/7 operational demands of the hospital.

Effectiveness in fast-paced settings is non-negotiable while collaborating with people from varied backgrounds, experiences, and personality types.

A degree is required to fulfill the educational prerequisite for this role within the organization.

The candidate must be legally authorized to work in the United States without sponsorship for this position.

Nice to have

Natural curiosity drives insightful questions that lead to deeper learning opportunities and more effective problem-solving.

Humility enables acknowledging errors, sharing recognition, and celebrating team achievements to foster a collaborative culture.

Ownership of work ensures responsibility for outcomes and a commitment to long-term impactful results that benefit the organization.

Practical notes

This role requires working in a noisy, odor-rich clinical setting and accommodating rotating schedules that include nights, weekends, and holidays based on hospital needs.

Work is performed in a fast-paced, multi-background team environment where empathy and adaptability are essential for success.

Good to know

Veterinary Emergency Group operates 24/7, 365 days a year across multiple locations.

The role emphasizes customer care, empathy, and creative problem solving to say yes to patient and client needs wherever possible.

The team invests in learning, clinical growth, and continuing education with stipends and support to encourage professional development.

Competitive compensation, comprehensive benefits, and potential equity are provided based on role eligibility to reward dedication and performance.

Programs include clinical student loan repayment, paid parental leave, QPR training, and access to counseling resources to support overall wellbeing.

Flexible work schedules are provided to support life outside of work while celebrating diversity and inclusion within the team.