Customer Experience Coordinator - Lynnwood, WA

Veterinary Emergency Group (VEG)•Lynnwood, WA

2h•$19 - $29

About The Position

VEG is a veterinary emergency company with hospitals nationwide open 24/7, 365 days a year. The Customer Experience Coordinator defines and improves customers’ experiences before, during, and after their time at VEG through attentive service, focus, and participation. The role calls for a personable and professional approach, with patient and customer experience prioritized above all else. The coordinator welcomes customers, manages communications, supports a seamless care experience by keeping clinical teams informed, and helps resolve customer concerns. The role also includes providing compassionate guidance about financial options and end-of-life decisions, processing payments, following up after visits, and helping create memorable moments for customers and their pets. The position is based in Lynnwood, Washington. It requires working in a noisy environment that may have strong or unpleasant odors, and availability for nights, weekends, and holidays on a rotating or as-needed basis. VEG describes the role as an opportunity to build experience and pursue 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 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, based on hospital needs.
Ability to work in a fast-paced environment with people from varied backgrounds and personality types.

Nice To Haves

Curiosity and an ongoing interest in learning and growing skills and knowledge.
Humility, including acknowledging mistakes, sharing credit, and supporting team accomplishments.
A strong sense of ownership and commitment to outcomes and long-term results.
A people-centric, empathetic approach to colleagues and customers.

Responsibilities

Greet every customer warmly and promptly in person, by phone, or 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 seek creative ways to meet customer needs.
Listen empathetically, resolve concerns quickly, and anticipate issues before they escalate.
Keep technicians and doctors informed about customer needs to support a seamless care experience.
Provide confidential, compassionate guidance on 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 strengthen relationships.
Celebrate and, with permission, capture special moments that create lasting connections between customers, their pets, and the hospital.

Benefits

Competitive compensation; stated range is $19–$29 based on experience.
401(k) match.
Comprehensive health and wellness benefits starting on day one.
QPR training and access to free therapy or counseling.
Potential 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 10 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.