Customer Experience Coordinator (Part Time) - San Ramon, CA

Veterinary Emergency Group•San Ramon, CA

35d•$18 - $24•Onsite

About The Position

The Customer Experience Coordinator's role in our hospital is to shepherd pet parents through their entire experience. Customer Experience Coordinators obsess over creating incredible experiences for our customers. Their goal is to over-deliver at every customer touchpoint while making their visit feel incredibly welcoming, engaging, and safe. This unique opportunity allows you the chance to be a part of this disruptive veterinary care environment and change the way veterinary medicine is done forever.

Requirements

2+ years of experience in a customer service role
Advanced proficiency in computer programs and practice management software
Highly organized with strong attention to detail
Ability to communicate with anyone and everyone
Strong multitasking skills
High emotional intelligence. You can 'read a room' and plan and act accordingly
Adaptable and amenable in 'high stakes' environments
A natural people pleaser
Must present yourself with a professional and approachable demeanor

Responsibilities

Answer incoming calls immediately and with a smile
Manage incoming customer communications (email, text messages, phone calls)
Record call information accurately such, as referring vet information
Ensure phone calls get transferred to a doctor quickly for anything medically related
Stand & greet customers with warmth and urgency upon entrance to the hospital, announce their presence to the team, and get them checked in
Monitor customer wait times and identify bottlenecks to improve the efficiency of our workflow to reduce future bottlenecks
Offer them beverages or snacks, and find ways to deliver a unique and curated experience
Listen to customers' needs with the intent to understand
Take ownership of customer complaints, be empathetic, and work to resolve them quickly
Anticipate any hiccups that might upset customers and get ahead of them to ensure business credibility and commitment to service
Invite customers to provide feedback by completing a survey
Collect and share positive feedback with the team, celebrate wins, and identify patterns in responses to improve our flow and efficiency
Process payments, maintain the accuracy of customer's personal and financial records, as well as payment history and completion
Accompany customers to the exit and thank them for trusting us with their pet's care
Always find a creative way to say yes to our customer's needs
Engage in conversations with customers while they are waiting
Optimize customer satisfaction, wait time, and emergency room utilization by circulating the hospital and checking in with customers and the emergency care team
Update or provide feedback to the nurses and doctors about customers needs
Provide confidentiality and sensitivity around customer's personal and financial information and help them find the best financial solution to fit their needs
Educate customers on end-of-life details such as cremation options
Call/text customers 24 hours after their visit to follow up on their pet's care
Ensure customers are invited to stay with their pet
Initiate video chats between customers, their pet, and our team when they cannot be in the hospital
Identify creative opportunities for customer participation in a valuable and safe way
Celebrate and capture special moments, with permission from the customer
Create a personalized experience for the customer and their pet

Benefits

401K w/ company match
Health, Vision, and Dental Insurance
Paid parental leave - 10 weeks of paid leave at 100% of regular salary
Unlimited Continuing Education (C.E.) opportunities - we want to help you grow in your career!
Flexible work schedules for a true work-life balance
Something new every day - you'll never be bored in emergency medicine
We build our hospitals from scratch. You'll be using all of the latest equipment and technology.
Generous employee pet discount
Hospital stocked with fresh groceries and snacks, monthly and quarterly contests, quarterly hospital outings, company-wide retreats, etc!
Referral rewards - tell your friends why they should come work for VEG too!