Customer Experience Coordinator - Newton, MA

Veterinary Emergency Group (VEG)•Newton, MA

9d•$19 - $29•Onsite

About The Position

As a Customer Experience Coordinator, you define the customer’s experience through attentive service, focus, and participation, helping perfect it before, during, and after their time at VEG. You are outgoing and personable, conduct yourself professionally, and prioritize patient and customer experience. The role offers opportunities to build experience and grow your career. The position is based in Newton, Massachusetts, at a veterinary emergency hospital. The hospital operates 24/7, 365 days a year.

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 plan and act accordingly.
Adaptability and amenability 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.
Empathy and a people-centric approach, including when supporting colleagues and understanding different perspectives.
Humility, including acknowledging mistakes, sharing credit, and recognizing team accomplishments.
A strong sense of ownership, accountability for outcomes, and commitment to long-term results.
Curiosity and a desire to learn and grow skills and knowledge.

Responsibilities

Greet every customer warmly and urgently in person, by phone, or online.
Oversee customer communications—including calls, emails, and texts—record details accurately, and quickly route urgent medical calls to a doctor.
Deliver personalized, memorable experiences and look for creative ways to meet customer needs.
Listen empathetically, resolve concerns quickly, and anticipate issues before they escalate.
Keep the nursing team and doctors updated on customer needs to support a seamless care experience.
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 to check on their pet’s care and strengthen relationships.
Celebrate and capture special moments, with permission, to create lasting connections between customers, their pets, and the hospital.

Benefits

Competitive compensation of $19–$29 per hour.
401(k) match.
Comprehensive health and wellness benefits starting on day one.
QPR training and access to free therapy or counseling.
Potential eligibility for equity after one year of full-time, active employment, based on role.
Learning and growth programs, unlimited emergency-room continuing education, and a travel stipend. 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.
Fertility and family-building care for all types of families.
Flexible work schedules.
Employee referral program.
Comfy scrubs, company swag, and food in the refrigerator.