Customer Experience Coordinator - Folsom, CA

Veterinary Emergency Group (VEG) • Folsom, CA

3d • $19 - $29

About The Position

VEG is hiring a Customer Experience Coordinator to shape customers’ experiences before, during, and after their visits through attentive service, clear communication, and active participation in care. The role calls for a personable, professional, and empathetic approach, with a focus on putting patients and customers first and finding creative ways to meet their needs. The coordinator works closely with the nursing team and doctors to support a seamless customer and patient experience in a fast-paced veterinary emergency hospital.

Requirements

• At least 2 years of experience in a customer service role.
• Advanced knowledge of computer programs and practice management software.
• Strong organizational skills 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.
• 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 varied backgrounds and personality types.

Responsibilities

• Greet customers warmly and promptly in person, by phone, and online.
• Oversee customer communications by phone, email, and text; accurately record details and quickly route urgent medical calls to a doctor.
• Deliver personalized customer experiences and find creative ways to meet customer needs.
• Listen empathetically, resolve concerns promptly, and anticipate issues before they escalate.
• Keep nurses and doctors informed about customer needs.
• Provide confidential, compassionate guidance about financial options and end-of-life decisions.
• Process payments accurately and protect 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 lasting connections between customers, their pets, and the hospital.

Benefits

• Competitive compensation of $19–$29, including base pay and a 401(k) match.
• Comprehensive health and wellness benefits beginning on day one, including QPR training and access to free therapy or counseling.
• Possible equity eligibility after one year of full-time active employment, depending on role.
• Learning and growth programs, unlimited emergency-room continuing education, and a travel stipend. Full-time credentialed employees receive a $2,500 annual travel stipend; full-time uncredentialed employees receive a $1,000 annual travel stipend.
• Clinical student loan repayment.
• Paid parental leave of up to 12 weeks at 100% of regular salary, plus fertility and family-building care.
• Flexible work schedules.
• Employee referral program.
• Comfy scrubs, company swag, and food in the fridge.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed