Customer Experience Coordinator - Willow Grove, PA
About The Position
The Customer Experience Coordinator defines and improves the customer experience before, during, and after visits to VEG. The role calls for an outgoing, personable, and professional approach, with patient and customer experience as the priority. The coordinator communicates with customers through in-person, phone, and online channels; helps make each interaction personal and memorable; and works with doctors and the nursing team to support seamless care. The position also involves sensitive conversations about financial options and end-of-life decisions, accurate payment processing, post-visit follow-up, and recognizing special moments with customer permission. VEG is a veterinary emergency company with hospitals operating 24 hours a day, 365 days a year. It describes its hospitals as open-concept and its approach as immersive and customer-focused. VEG emphasizes employee learning, mentorship, growth, and an inclusive workplace.
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 a wide range of people.
- Ability to multitask and thrive amid chaos.
- High emotional intelligence, including the ability to read a room and respond accordingly.
- 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 different backgrounds and personality types.
Responsibilities
- Greet every customer warmly and promptly in person, over the phone, or online.
- Oversee customer communications, including calls, emails, and texts; accurately record details and quickly route urgent medical calls to a doctor.
- Provide personalized, memorable 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 updated 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 with customers after visits about their pet’s care and to strengthen relationships.
- Celebrate and capture special moments, with permission, to build lasting connections among customers, their pets, and the hospital.
Benefits
- Competitive compensation, including a 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.
- Learning and growth programs, unlimited emergency-room continuing education, and a travel stipend for eligible 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.
- Scrubs, company merchandise, and food in the fridge.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
