Customer Experience Coordinator - Santa Cruz, CA

Veterinary Emergency Group (VEG) • Santa Cruz, CA

2h • $19 - $29

About The Position

VEG is hiring a Customer Experience Coordinator to shape customers’ experiences before, during, and after their visits through attentive service, focus, and participation. The role calls for an outgoing, personable, and professional approach, with patient and customer experience prioritized. The coordinator works in a veterinary emergency hospital environment and helps customers navigate care, communication, and sensitive decisions while building relationships with customers and their pets.

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 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 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, depending 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; 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 promptly, and anticipate issues before they escalate.
• Keep the nursing team 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 to build lasting connections among customers, their pets, and the hospital.

Benefits

• Competitive compensation of $19–$29, including base pay and a 401(k) match.
• Comprehensive health and wellness benefits starting 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 for eligible employees.
• 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: Mid Level
• Education Level: No Education Listed