Customer Experience Coordinator - Willow Grove, PA

Veterinary Emergency Group (VEG) • Upper Moreland Township, PA

9d

About The Position

VEG is hiring a Customer Experience Coordinator to shape customers’ experiences through attentive service, focus, and participation before, during, and after their time at the hospital. The role calls for an outgoing, personable professional who conducts themselves professionally and prioritizes the experience of both patients and customers. The coordinator finds ways to say yes to customer needs and helps create a welcoming, compassionate emergency-care experience.

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 anyone.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence and the ability to read a room and respond accordingly.
• 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 varied backgrounds and personality types.

Responsibilities

• Greet customers warmly and urgently in person, by phone, and online.
• Oversee customer communications, including calls, emails, and texts; accurately record details 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 to check on their pet’s care and strengthen relationships.
• With permission, celebrate and capture special moments that build lasting connections between customers, their pets, and the hospital.

Benefits

• Competitive compensation, including a base salary and 401(k) match.
• Comprehensive health and wellness benefits starting 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.
• Learning and growth programs, unlimited emergency-room continuing education, and a travel stipend. Full-time credentialed employees receive a $2,500 annual travel stipend; full-time uncredentialed employees receive a $1,000 annual travel stipend.
• Clinical student loan repayment.
• Paid parental leave of up to 12 weeks at 100% of regular salary, including 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.

What This Job Offers

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