Customer Experience Coordinator - Pittsburgh, PA

Veterinary Emergency Group (VEG) • Pittsburgh, PA

1d • Onsite

About The Position

The Customer Experience Coordinator defines and improves the customer experience before, during, and after visits to VEG. The role focuses on attentive, professional service and puts patient and customer experience first. Coordinators communicate with customers in person, by phone, and online; respond empathetically to concerns; coordinate customer needs with the nursing team and doctors; and help customers navigate sensitive financial and end-of-life decisions. The position offers opportunities to build experience and grow within veterinary emergency medicine.

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 in a fast-paced environment.
• High emotional intelligence, including the ability to read situations and respond accordingly.
• Adaptability and composure 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 with people from different backgrounds and personality types.

Nice To Haves

• Empathetic, people-centric approach and willingness to understand different perspectives.
• Humility, including acknowledging mistakes, sharing credit, and recognizing team accomplishments.
• Sense of ownership and responsibility for outcomes, with commitment to long-term results.
• Curiosity and interest in learning and developing skills and knowledge.

Responsibilities

• Greet customers warmly and promptly in person, by phone, and online.
• Oversee customer communications, including calls, emails, and texts; accurately record details and promptly route urgent medical calls to a doctor.
• Deliver personalized 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 about financial options and end-of-life decisions.
• Process payments accurately and protect personal and financial information.
• Follow up after visits to check on pets’ care and strengthen customer relationships.
• Celebrate and document special moments, with permission, to build connections between customers, their pets, and the hospital.

Benefits

• Competitive compensation, including 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, depending on role.
• Learning and growth programs, unlimited emergency-room continuing education, and a travel stipend for eligible full-time 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.
• Scrubs, company merchandise, and food in the fridge.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed