Customer Experience Coordinator (Relief) - Ralph Ave/Brooklyn, NYC

Veterinary Emergency Group (VEG)•New York, NY

About The Position

VEG is a veterinary emergency company with hospitals nationwide that operate 24/7, 365 days a year. The Customer Experience Coordinator helps define customers’ experiences through attentive service, focus, and participation before, during, and after their visits. The role calls for a warm, outgoing, and professional approach, with a focus on finding ways to meet customer needs and putting pets and customers first. The position offers opportunities to build experience and develop a career in veterinary emergency medicine.

Requirements

At least 2 years of experience in a customer service role.
Advanced proficiency with 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 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, depending on hospital needs.
Ability to work in a fast-paced environment with people from diverse backgrounds and with different personality types.
Empathy and a people-centric approach, including support for colleagues and understanding different perspectives.
Humility, including acknowledging mistakes, sharing credit, and recognizing teammates’ accomplishments.
A strong sense of ownership and responsibility for work outcomes, with commitment to long-term results.
Curiosity and an ongoing interest in learning and developing skills and knowledge.

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 and protect personal and financial information.
Follow up with customers after visits about their pet’s care and maintain relationships.
With permission, celebrate and capture special moments that build lasting connections among customers, pets, and the hospital.