Customer Experience Coordinator - Gaithersburg, MD
About The Position
VEG is a veterinary emergency company with hospitals open 24/7, 365 days a year. The Customer Experience Coordinator helps shape the customer experience before, during, and after a visit through attentive service, communication, and participation. The role calls for an outgoing, personable, and professional approach, with patient and customer experience prioritized in a fast-paced emergency hospital environment. The coordinator helps create memorable experiences and supports customers through difficult situations, while collaborating with the nursing team and doctors. VEG describes opportunities for learning, mentorship, and 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 and ability to work 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 customers warmly and promptly in person, by phone, and online.
- Manage customer communications, including calls, emails, and texts; accurately record details and quickly route urgent medical calls to a doctor.
- Provide personalized and memorable customer 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 to support a seamless care experience.
- 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.
- Celebrate and capture special moments, with permission, to foster lasting connections among customers, their pets, and the hospital.
Benefits
- Competitive compensation and a 401(k) match.
- Comprehensive 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, based on role.
- Learning and growth programs, including clinical and leadership programs.
- Unlimited emergency-room continuing education and a travel stipend.
- For full-time credentialed employees, a $2,500 annual travel stipend; for full-time uncredentialed employees, a $1,000 annual travel stipend.
- Clinical student loan repayment.
- Paid parental leave of up to 12 weeks at 100% of regular salary.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
