Customer Experience Coordinator - Albuquerque, NM

Veterinary Emergency Group (VEG) • Albuquerque, NM

1d • Onsite

About The Position

The Customer Experience Coordinator defines and delivers the customer experience before, during, and after visits to VEG. The role calls for an outgoing, personable, and professional approach, with a strong commitment to putting patient and customer experience first and finding ways to meet customer needs. The coordinator works with customers, doctors, and the nursing team in a fast-paced veterinary emergency hospital environment, helping create a seamless and compassionate experience. The position also offers opportunities to build experience and develop professionally.

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 situations 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.
• Manage customer communications, including calls, emails, and texts; accurately record details and quickly route urgent medical calls to a doctor.
• Provide personalized customer experiences and find creative ways to meet customer needs.
• Listen empathetically, resolve concerns promptly, and anticipate potential issues.
• Keep doctors and the nursing team informed about customer needs.
• Provide confidential, compassionate guidance about financial options and end-of-life decisions.
• Process payments accurately while safeguarding personal and financial information.
• Follow up with customers after visits to check on their pet’s care and build relationships.
• Celebrate and document special moments, with permission, to strengthen connections between customers, their pets, and the hospital.

Benefits

• Competitive compensation, including a 401(k) match.
• 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, based on role.
• Learning and growth programs, unlimited emergency-room continuing education, and travel stipends for eligible full-time employees ($2,500 per year for credentialed employees and $1,000 per year for uncredentialed employees).
• Clinical student loan repayment.
• Paid parental leave of up to 12 weeks at 100% of regular salary, with fertility and family-building care.
• Flexible work schedules.
• Employee referral program.
• Scrubs, company merchandise, and food in the refrigerator.

What This Job Offers

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