Customer Experience Coordinator - Northern Liberties, PA

Veterinary Emergency Group (VEG)•Philadelphia, PA

About The Position

VEG is hiring a Customer Experience Coordinator to shape customers’ experiences before, during, and after their visits through attentive service, focus, and participation. The coordinator provides a professional, personable, and empathetic experience, prioritizing patients and customers and looking for ways to meet their needs. The role supports communication and coordination in a veterinary emergency hospital and offers opportunities to learn and grow.

Requirements

At least 2 years of experience in a customer service role.
Advanced knowledge of computer programs and practice management software.
Strong organization and attention to detail.
Strong communication skills and the ability to interact positively with people.
Ability to multitask and thrive amid chaos.
High emotional intelligence, including the ability to read a room and respond appropriately.
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 diverse 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 quickly route urgent medical calls to a doctor.
Deliver personalized experiences and find creative ways to address 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 while protecting personal and financial information.
Follow up after visits to check on pets’ care and strengthen customer relationships.
With permission, celebrate and capture special moments that build connections between customers, their pets, and the hospital.

Benefits

Competitive compensation, including a base salary and 401(k) match.
Comprehensive health and wellness benefits starting on the first day, including QPR training and access to free therapy or counseling.
Potential equity eligibility after one year of full-time, active employment, depending on role.
Learning and growth programs, including VEG-created clinical and leadership programs, unlimited emergency medicine continuing education, and a travel stipend.
For full-time credentialed employees, a $2,500 annual travel stipend; for full-time uncredentialed employees, 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, VEG merchandise, and food in the fridge.