Customer Experience Coordinator - Hoboken, NJ
About The Position
VEG is hiring a Customer Experience Coordinator to shape customers’ experiences before, during, and after their visits. The role focuses on providing attentive, empathetic service and putting the experience of customers and patients first. The coordinator interacts professionally with customers in person and through phone and online channels, communicates customer needs to the clinical team, and helps create a seamless, personalized care experience. The position is based in Hoboken, New Jersey, and includes rotating or as-needed availability for nights, weekends, and holidays.
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, depending on 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, including calls, emails, and texts; accurately record details and promptly route urgent medical calls to a doctor.
- Deliver personalized, memorable experiences and find creative ways to meet customer needs.
- Listen empathetically, resolve concerns quickly, and anticipate issues before they escalate.
- Keep the nursing team 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 connections among customers, their pets, and the hospital.
Benefits
- Competitive compensation of $18–$26 per hour, 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.
- Potential eligibility for equity after one year of full-time, active employment.
- Learning and growth opportunities, including VEG-created clinical and leadership programs, unlimited emergency-room continuing education, and a travel stipend for eligible full-time employees.
- Clinical student loan repayment.
- Paid parental leave of up to 12 weeks at 100% of regular salary, along with fertility and family-building care.
- Flexible work schedules.
- Employee referral program.
- Comfy scrubs, VEG merchandise, and food in the fridge.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
