Customer Experience Coordinator

About the role

This role shapes the customer journey through service, focus, and participation. You will partner with clinical staff to uphold an immersive, customer-focused environment at VEG. You own the end-to-end customer experience, ensuring every interaction reflects the highest standards of care and empathy. You will act as a vital link between the clinical team and the clients, translating medical information into clear and supportive communication. Your daily work will directly influence patient outcomes by facilitating swift and accurate information flow. You are responsible for maintaining the integrity and warmth of the customer journey during some of their most challenging moments. This position requires a proactive mindset to identify needs and deliver solutions before issues arise. Ultimately, you will safeguard the trust clients place in VEG by providing consistent, reliable, and compassionate support.

Key facts

What you'll do

Professional presence greets every customer warmly and urgently across in-person, phone, and online channels.

Customer communications are recorded accurately, and urgent medical calls are routed to doctors quickly while overseeing all calls, emails, and texts.

Personalized, memorable experiences are delivered by creatively saying yes to customer needs while prioritizing patient care and satisfaction.

Concerns are resolved quickly and empathetically, with issues anticipated before they escalate to maintain trust and confidence.

The nursing team and doctors receive real-time updates on customer needs to keep clinical care coordinated and uninterrupted.

You will utilize practice management software to manage patient records, ensuring data integrity and compliance with confidentiality standards.

Handling of payments and billing inquiries will be executed with transparency and professionalism to facilitate smooth transactions.

You will coordinate with external partners and internal teams to resolve complex cases efficiently and effectively.

Maintaining organized logs of all customer interactions will provide a clear history for the clinical team to reference.

You will adapt communication styles to connect with diverse clients, ensuring clarity and comfort for all parties involved.

Performing administrative duties related to scheduling and resource allocation will support the overall efficiency of the emergency department.

You will monitor customer feedback channels to identify trends and opportunities for service improvement.

Providing detailed summaries of customer interactions will empower the team to deliver continuous, high-quality care.

You will uphold the policies and procedures of VEG to ensure a safe and professional environment for all stakeholders.

Requirements

The posting states a bachelor's degree requirement. 2+ years of experience in a customer service role is mandatory.

Advanced knowledge of computer programs and practice management software is required.

High organization and strong attention to detail are required in fast-paced settings.

Effective communication skills must interact positively with diverse individuals and personalities.

Multitasking ability is necessary to thrive amid chaotic and high-pressure situations.

High emotional intelligence is needed to read rooms and adjust plans accordingly.

Adaptability and amenability in high-stakes environments are required.

Willingness to work in a noisy environment with strong or unpleasant odors is required.

Availability for nights, weekends, and holidays on a rotating or as-needed basis based on hospital needs is required.

Effectiveness in a fast-paced environment with people from varied backgrounds and personality types is required.

Practical notes

Full-time team members may qualify for clinical student loan repayment, comprehensive health and wellness benefits starting on day one, and travel stipends for continuing education.

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 experience in veterinary emergency medicine blends high-stakes medical situations with compassionate communication.

The role uses practice management software and communication tools to coordinate care and protect sensitive information.

Clinical knowledge, empathy, and adaptability support fast decisions that balance medical urgency with customer needs.

Professional presence, strict confidentiality, and attention to detail are essential when handling payments, records, and sensitive conversations.

Continuous learning and mentorship opportunities help team members grow within emergency veterinary workflows.

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.