Customer Experience Coordinator - Federal Way, WA

Veterinary Emergency Group (VEG)•Federal Way, WA

2d•$19 - $29

About The Position

The Customer Experience Coordinator defines and supports the customer experience before, during, and after visits to VEG. The role focuses on attentive service, clear communication, empathy, and putting patient and customer experience first. Coordinators work with customers, technicians, and doctors in a fast-paced veterinary emergency hospital, helping create seamless care experiences and building lasting relationships. The role offers opportunities to develop experience and pursue future career growth.

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 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 support for colleagues and understanding different perspectives.
Humility, including acknowledging mistakes, sharing credit, and recognizing team accomplishments.
Ownership of work, accountability for outcomes, and commitment to long-term results.
Curiosity and a desire to learn and develop skills and knowledge.

Responsibilities

Greet customers warmly and promptly in person, by phone, and online.
Manage customer communications by phone, email, and text; accurately record details and quickly route urgent medical calls to a doctor.
Provide personalized customer experiences and look for creative ways to meet customer needs.
Listen empathetically, resolve concerns promptly, and anticipate issues before they escalate.
Keep technicians and doctors informed about customer needs.
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.
With permission, celebrate and capture special moments that build connections among customers, their pets, and the hospital.

Benefits

Competitive compensation of $19–$29, based on experience.
401(k) match.
Health and wellness benefits beginning on day one.
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 growth programs, including clinical and leadership programs.
Unlimited emergency-room continuing education and a travel stipend; full-time credentialed employees receive $2,500 per year, and full-time uncredentialed employees receive $1,000 per year.
Clinical student loan repayment.
Paid parental leave of up to 10 weeks at 100% of regular salary.
Fertility and family-building care for all types of families.
Flexible work schedules.
Employee referral program.
Scrubs, company swag, and food in the fridge.