Customer Experience Coordinator - Chandler, AZ

Veterinary Emergency Group (VEG) • Chandler, AZ

9d

About The Position

The Customer Experience Coordinator defines and improves the customer experience before, during, and after visits to VEG. The role provides professional, personable service and puts patient and customer experience first. Coordinators communicate with customers across in-person, phone, and online channels, coordinate with doctors and the nursing team, address concerns, and support customers through financial options and end-of-life decisions. The position is based in Chandler, Arizona, and requires availability for nights, weekends, and holidays on a rotating or as-needed basis.

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 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, 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, accurately record details, and quickly route urgent medical calls to a doctor.
• Provide personalized and memorable experiences, looking 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 to support seamless care.
• 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.
• Capture and celebrate special moments with permission, fostering connections among customers, their pets, and the hospital.

Benefits

• Competitive compensation, including a base salary 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 development programs, unlimited emergency-room continuing education, and a travel stipend for continuing education: $2,500 per year for full-time credentialed employees and $1,000 per year for full-time uncredentialed employees.
• 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, company swag, and food in the fridge.

What This Job Offers

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