Customer Experience Coordinator (Relief) - Leesburg, VA

Veterinary Emergency Group (VEG)•Leesburg, VA

About The Position

VEG is seeking a Customer Experience Coordinator to shape customers’ experiences through attentive service, focus, and participation before, during, and after their visits. The role calls for an outgoing, personable, and professional approach, with a commitment to putting pets and customers first and finding ways to meet their needs. The position offers opportunities to build experience and develop a career in veterinary emergency medicine. The coordinator handles customer communications and helps create a seamless care experience by keeping doctors and the nursing team informed. The role also includes addressing concerns with empathy, providing guidance about financial options and end-of-life decisions, processing payments, and following up after visits. The job is based in a hospital environment that may be noisy and have strong or unpleasant odors, with 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 proficiency in 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 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 based on hospital needs.
Ability to work in a fast-paced environment with people from varied backgrounds and personality types.

Responsibilities

Greet every customer warmly and promptly in person, by phone, or online.
Oversee customer communications by phone, email, and text; accurately record details 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 on 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 connections among customers, their pets, and the hospital.