Customer Experience Coordinator - Fort Myers, FL

Veterinary Emergency Group (VEG) • Fort Myers, FL

8h

About The Position

VEG is a veterinary emergency company whose hospitals are open 24/7, 365 days a year. The Customer Experience Coordinator defines the customer experience through service, focus, and participation, helping make every interaction before, during, and after a visit positive. The role calls for an outgoing, personable, and professional approach, with patient and customer experience prioritized throughout.

The coordinator welcomes customers and manages communications, ensures urgent medical calls reach a doctor promptly, responds empathetically to concerns, and keeps the nursing team and doctors informed. The position also includes guiding customers confidentially through financial options and end-of-life decisions, processing payments securely, following up after visits, and celebrating special moments with permission. The role requires working in a fast-paced, high-stakes hospital environment and may involve nights, weekends, and holidays.

Requirements

• At least 2 years of experience in a customer service role.
• Advanced knowledge of computer programs and practice management software.
• Strong organizational skills and attention to detail.
• Strong communication skills and the ability to interact positively with anyone.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence and 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, 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 calls, emails, and texts; 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 promptly, and anticipate issues before they escalate.
• Keep the nursing team and doctors updated on customer needs.
• 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 to check on their pet’s care and strengthen relationships.
• Capture and celebrate special moments with permission, helping build lasting connections between customers, their pets, and the hospital.

Benefits

• Competitive compensation, including base pay and a 401(k) match.
• Comprehensive health and wellness benefits beginning on day one, including QPR training and access to free therapy or counseling.
• Possible equity eligibility 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, with fertility and family-building care for all types of families.
• 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: Mid Level
• Education Level: No Education Listed