Customer Experience Coordinator (Part Time) - Willow Grove, PA

Veterinary Emergency Group (VEG) • Upper Moreland Township, PA

4d

About The Position

The Customer Experience Coordinator defines and supports the customer experience before, during, and after visits to VEG. The role requires a warm, professional, and personable approach, with a focus on putting customers and pets first, anticipating needs, and finding creative ways to say yes. The coordinator communicates with customers and the hospital team, helps resolve concerns, handles payments and sensitive conversations, and follows up after visits. VEG describes opportunities for learning, mentorship, and career growth in its veterinary emergency medicine environment.

Requirements

• At least 2 years of experience in a customer service role.
• Advanced proficiency with computer programs and practice management software.
• Strong organization and attention to detail.
• Strong communication skills and the ability to interact positively with a wide range of people.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence, including the ability to read a room and respond accordingly.
• Adaptability in high-stakes environments.
• Problem-solving skills and a focus on innovation.
• Willingness 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 according to hospital needs.
• Ability to work in a fast-paced environment with people from diverse backgrounds and personality types.

Responsibilities

• Greet customers warmly and urgently in person, over the phone, and online.
• Oversee customer communications by phone, email, and text; accurately record details and promptly route urgent medical calls to a doctor.
• Create personalized, memorable experiences and look for creative ways to meet customer needs.
• Listen empathetically, resolve concerns quickly, and anticipate issues before they escalate.
• Keep the nursing team and doctors updated on customer needs.
• Provide confidential, compassionate guidance about financial options and end-of-life decisions.
• Process payments accurately while protecting personal and financial information.
• Follow up with customers after visits to check on their pet’s care and strengthen relationships.
• With permission, celebrate and capture special moments that build connections among customers, their pets, and the hospital.

Benefits

• Competitive compensation.
• Learning and growth opportunities, including VEG-created clinical and leadership programs.
• Unlimited ER continuing education and a travel stipend.
• Part-time credentialed employees receive a $1,000 annual travel stipend; part-time uncredentialed employees receive a $400 annual travel stipend.
• Flexible work schedules.
• Employee referral program.
• Comfy scrubs, VEG merchandise, and food in the fridge.

What This Job Offers

• Job Type: Part-time
• Education Level: No Education Listed