Customer Experience Coordinator - Roseville, CA

Veterinary Emergency Group (VEG)•Roseville, CA

5d•$19 - $29

About The Position

The Customer Experience Coordinator defines the customer’s experience through service, focus, and participation, helping make every interaction before, during, and after a visit positive. The role calls for an outgoing, personable, and professional approach, with patient and customer experience prioritized above all else. The coordinator works in a fast-paced veterinary emergency hospital and has opportunities to develop skills and pursue career growth.

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 anyone.
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 varied backgrounds and personality types.

Nice To Haves

Empathetic and people-centric approach, including support for colleagues and understanding different perspectives.
Humility, including acknowledging mistakes, sharing credit, and recognizing team accomplishments.
Strong sense of ownership, accountability, and commitment to impactful long-term results.
Curiosity and interest in continuous learning and skill development.

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 meet customer needs.
Listen empathetically, resolve concerns promptly, and anticipate issues before they escalate.
Keep the nursing team and doctors informed about customer needs to support seamless care.
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 about their pet’s care and to strengthen relationships.
With permission, celebrate and capture special moments that create lasting connections among customers, their pets, and the hospital.

Benefits

Competitive compensation of $19–$29, including base pay and 401(k) match.
Comprehensive health and wellness benefits starting 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, depending on role.
Learning and growth programs, unlimited emergency-care continuing education, and a travel stipend for eligible employees.
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.
Scrubs, company merchandise, and food in the fridge.