Customer Experience Coordinator (Part-time) - Cambridge, MA

Veterinary Emergency Group (VEG) • Cambridge, MA

2d • $19 - $29

About The Position

The Customer Experience Coordinator defines the customer experience through service, focus, and participation before, during, and after a visit to VEG. The role calls for a personable, professional, customer-focused approach, with an emphasis on finding ways to say yes and prioritizing the experience of pets and their people. The position offers opportunities to build experience and grow a career in veterinary emergency medicine.

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 people.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence and 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 varied backgrounds and personality types.

Responsibilities

• Greet customers warmly and promptly in person, over the 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 look for 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.
• 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.
• Capture and celebrate special moments with permission, building connections between customers, their pets, and the hospital.

Benefits

• Competitive compensation of $19–$29 per hour.
• Learning and growth opportunities through 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 swag, and food in the fridge.

What This Job Offers

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