Customer Experience Coordinator (Per Diem) - Maple Grove, MN

Veterinary Emergency Group (VEG)•Maple Grove, MN

13d

About The Position

VEG is seeking a Customer Experience Coordinator to shape customers’ experiences before, during, and after their time at the hospital through attentive service, focus, and participation. The role calls for an outgoing, personable, and professional approach, with a commitment to putting pets and customers first and finding ways to say yes to their needs. The coordinator helps create a compassionate, customer-focused emergency veterinary experience and has opportunities to build experience and develop their career.

Requirements

At least 2 years of experience in a customer service role.
Advanced proficiency in 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 plan and act 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 according to hospital needs.
Ability to work in a fast-paced environment with people from varied backgrounds and personality types.

Nice To Haves

Empathetic, people-centric approach, including supporting colleagues and understanding different perspectives.
Humility, including acknowledging mistakes, sharing credit, and recognizing team accomplishments.
Strong ownership of work, responsibility for outcomes, and commitment to impactful results.
Curiosity and an ongoing interest in learning and developing skills and knowledge.

Responsibilities

Greet every customer warmly and promptly in person, over the phone, or online.
Oversee customer communications, including calls, emails, and texts; 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 quickly, and anticipate issues before they escalate.
Keep the nursing team and doctors informed about 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.
Celebrate and capture special moments, with permission, to build lasting connections between customers, their pets, and the hospital.