Customer Experience Coordinator (Part Time) - Falls Church, VA

Veterinary Emergency Group (VEG) • Falls Church, VA

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About The Position

As a Customer Experience Coordinator, you define the customer’s experience through service, focus, and participation, perfecting the experience before, during, and after each visit. You interact professionally and personably with customers, put pets and customers first, and look for ways to say yes to their needs. The role offers opportunities to build experience and grow your 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 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.
• 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 varied backgrounds and personality types.

Responsibilities

• Greet customers warmly and promptly in person, over the phone, and online.
• Oversee customer communications by phone, email, and text; accurately record details and quickly route urgent medical calls to a doctor.
• Deliver personalized, memorable 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 while protecting personal and financial information.
• Follow up after visits to check on pets’ care and strengthen customer relationships.
• Celebrate and capture special moments, with permission, to create lasting connections between customers, their pets, and the hospital.

Benefits

• Competitive compensation.
• Learning and growth opportunities through VEG-created clinical and leadership programs.
• Unlimited ER continuing education and a travel stipend; part-time credentialed employees receive $1,000 per year, and part-time uncredentialed employees receive $400 per year.
• Flexible work schedules.
• Employee referral program.
• Comfy scrubs, VEG swag, and food in the fridge.

What This Job Offers

• Job Type: Part-time
• Education Level: No Education Listed