Customer Experience Coordinator (Relief)

About the role

You own the definition of the customer experience through service, focus, and participation, ensuring the moment before, during, and after care meets the highest standards. You are outgoing and personable, conducting yourself professionally in both demeanor and presence with every person you encounter. You find ways to say YES and place the pets and customer experience above all else in every interaction. This role provides the opportunity to grow where you want to go, building valuable experience that can pave the way for unexpected and rewarding career directions. You will champion a culture of empathy and innovation, directly supporting VEG's mission to help people and their pets when they need it most. As a representative of a 2025 and 2026 certified Great Place to Work®, you contribute to an environment where your amazing work is valued. You will thrive in an open-concept setting where exotics and every other kind of case are handled with equal professionalism.

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 (calls, emails, texts), record details accurately, and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences - always looking for creative ways to say "yes" to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate into larger problems.
• Keep nursing team and doctors updated on customer needs to ensure a seamless care experience for the pet and family.
• 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 with the highest level of security.
• Follow up with customers after visits to check on their pet's care and strengthen the relationship for the future.
• Celebrate and capture special moments (with permission), creating lasting connections between customers, their pets, and the hospital.
• Maintain a calm and professional demeanor while working in a fast-paced environment that requires immediate responsiveness.
• Utilize advanced proficiency in computer programs and practice management software to streamline administrative tasks.
• Demonstrate adaptability and amenability in high-stakes environments where priorities can shift rapidly.
• Employ strong problem-solving skills and a focus on innovation to improve the customer service experience continuously.
• Ensure availability to work nights, weekends, and holidays on a rotating or as-needed basis based on hospital demands.
• Work effectively in a noisy environment with strong or unpleasant odors while maintaining focus on customer care.
• Interact positively with anyone and everyone, respecting people from all backgrounds and different personality types.
• Support the organizational commitment to saying yes by identifying opportunities to enhance the customer journey at every touchpoint.
• Document all interactions meticulously to provide a clear and accurate record for the veterinary team and customer reference.
• Act as a trusted point of contact, offering guidance and support during what can be a stressful time for pet owners.
• Contribute to the culture of ownership by taking responsibility for outcomes and staying committed to achieving impactful results.

Requirements

• 2+ years of experience in a customer service role.
• Advanced proficiency in computer programs and practice management software.
• Highly organized, with strong attention to detail.
• Strong communication skills; able to interact positively with anyone and everyone.
• The ability to multitask and thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high stakes environments.
• Problem solving skills and a focus on innovation.
• Must be willing to work in a noisy environment with strong or unpleasant odors.
• Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs.
• Work well in a fast-paced environment with people from all backgrounds and different personality types.
• Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives.
• Have a sense of humility; acknowledging mistakes, sharing credit with others, and lifting up your team's accomplishments.
• Feel a strong sense of ownership over your work, taking responsibility for outcomes and staying committed to achieving long-term, impactful results.
• Curious by nature; you ask insightful questions and continuously seek out opportunities to learn and grow your skills and knowledge.

Practical notes

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