Customer Experience Coordinator - Indianapolis, IN (Nora)

Veterinary Emergency Group (VEG)•Indianapolis, IN

About The Position

As a Customer Experience Coordinator at VEG, you define and enhance the customer experience through service, focus, and participation before, during, and after customers’ visits. You interact professionally and personably with customers, prioritize patient and customer experience, and look for ways to meet customer needs. The role offers opportunities to develop skills and pursue growth 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.
High emotional intelligence, including the ability to read a room and respond appropriately.
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 according to hospital needs.
Ability to work in a fast-paced environment with people from diverse backgrounds and with different personality types.

Responsibilities

Greet customers warmly and promptly in person, by phone, and online.
Oversee customer communications—including calls, emails, and texts—record details accurately, and promptly route urgent medical calls to a doctor.
Provide 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 to support seamless care.
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 build relationships.
With permission, celebrate and capture special moments that strengthen connections between customers, their pets, and the hospital.

Benefits

Competitive compensation, including a 401(k) match.
Comprehensive health and wellness benefits beginning on day one, including QPR training and access to free therapy or counseling.
Possible eligibility for equity after one year of full-time, active employment, depending on role.
Learning and growth programs, unlimited ER continuing education, and a travel stipend; full-time credentialed employees receive $2,500 per year and full-time uncredentialed employees receive $1,000 per year.
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.
Base compensation and 401(k) match.