Customer Experience Coordinator - Georgetown, Washington, D.C.

Veterinary Emergency Group (VEG) • Washington, DC

10d • Onsite

About The Position

VEG is hiring a Customer Experience Coordinator to shape customers’ experiences before, during, and after visits to its veterinary emergency hospital. The role centers on providing professional, empathetic, and personalized service, prioritizing patient and customer experience, and helping customers feel supported in a high-stakes environment. The coordinator works with nurses and doctors to support seamless care and has opportunities to develop skills and grow their career.

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 appropriately.
• 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.

Responsibilities

• Greet customers warmly and promptly in person, by phone, and 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 find creative ways to meet customer needs.
• Listen empathetically, resolve concerns promptly, and anticipate issues before they escalate.
• Keep nurses and doctors informed 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 to check on their pet’s care and strengthen relationships.
• With permission, celebrate and capture special moments that build connections among customers, their pets, and the hospital.

Benefits

• Competitive compensation, including a 401(k) match.
• Comprehensive health and wellness benefits beginning 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.
• 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
• Career Level: Entry Level
• Education Level: No Education Listed