Customer Experience Coordinator (Full-Time)

About the role

The team seeks a passionate, customer-focused professional to champion the patient and customer experience in every interaction. This position supports career growth by immersing the associate in an environment that values empathy, continuous learning, and meaningful impact. You will serve as the primary liaison between the hospital and its clients, ensuring that every touchpoint reflects the highest standards of care and compassion. In this capacity, you will own the end-to-end journey of the client relationship, from first contact through resolution and follow-up. The role requires a proactive mindset to identify potential issues before they escalate and to turn challenging situations into opportunities for trust-building. You will leverage your communication skills to translate complex medical information into clear, supportive guidance for pet owners. Ultimately, this position is responsible for creating a seamless, reassuring experience that encourages client loyalty and reflects the life-saving mission of the emergency veterinary team.

Key facts

What you'll do

Provide expert guidance to pet owners through complex inquiries regarding their animal's health status and treatment plan.

Navigate intricate practice management software and computer systems to access patient records and schedule appointments with precision.

Maintain meticulous organization to track multiple cases simultaneously while ensuring accuracy in all documentation and communications.

Utilize high emotional intelligence to assess the emotional state of clients and adapt communication and support strategies accordingly.

Perform effectively in a fast-paced, high-stress clinical environment where decisions directly influence patient outcomes and client satisfaction.

Collaborate seamlessly with veterinary technicians, physicians, and administrative staff to coordinate comprehensive care for animals in critical condition.

Manage sensitive conversations with professionalism, ensuring that distressed clients feel heard, respected, and supported during their visit.

Adapt to fluctuating workloads by balancing urgent requests, walk-in clients, and scheduled appointments without compromising service quality.

Represent the brand consistently by upholding the values of empathy, integrity, and excellence in every interaction with clients and colleagues.

Assist in the development of standardized onboarding materials and training resources to improve the client experience for new customers.

Monitor feedback from clients to identify trends and opportunities for process improvements within the customer journey.

Support the implementation of new technologies or protocols designed to enhance patient care and streamline client interactions.

Conduct follow-up communications with clients to ensure continuity of care and address any lingering concerns after discharge.

Contribute to a positive team culture by participating in collaborative problem-solving and sharing best practices with coworkers.

Serve as a role model for new hires by demonstrating strong work ethic, reliability, and a commitment to continuous improvement in customer service.

Requirements

Bring 2+ years of experience in a customer service role to handle complex inquiries with professionalism.

Demonstrate advanced knowledge in computer programs and practice management software to navigate systems efficiently.

Operate as a highly organized professional with strong attention to detail in fast-paced situations.

Communicate effectively and positively with diverse individuals, maintaining a calm, professional demeanor.

Thrive as a multitasker amid chaos, balancing multiple priorities without compromising quality.

Use high emotional intelligence to read a room and adjust plans and actions accordingly.

Remain adaptable and amenable in high-stakes environments where decisions affect patient outcomes.

Work comfortably in a noisy environment with strong or unpleasant odors while maintaining professionalism.

Be available to work nights, weekends, and holidays on a rotating or as-needed schedule based on hospital demands.

Collaborate successfully with people from varied backgrounds and different personality types in a fast-paced setting.

Possess a Bachelor's degree as a mandatory educational qualification for the position.

Demonstrate the ability to maintain composure and professionalism in emergency and critical care settings.

Commit to ongoing learning and adherence to hospital policies and procedures governing client relations.

Ensure physical capability to be present on-site in White Plains, New York, for the duration of the employment.

Understand the importance of confidentiality and discretion when handling sensitive client information and medical records.

Nice to have

Experience working in a veterinary emergency environment to accelerate onboarding and confidence.

Practical notes

This role requires on-site presence in White Plains, New York, with availability for nights, weekends, and holidays.

The position may involve travel for training or clinic-specific requirements as needed by VEG.

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.

Good to know

Customer service roles in emergency medicine require resilience and strong communication skills under pressure.

Proficiency with practice management software improves efficiency and accuracy in patient interactions.

Empathy and adaptability are essential when supporting clients during critical veterinary situations.

Team collaboration across clinical and administrative functions ensures seamless care.

Continuous learning supports professional growth through clinical and leadership development programs.

Questions to ask

Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.

Career growth

Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.