Customer Experience Coordinator (Part-Time) - Naperville, IL

Veterinary Emergency Group (VEG) • Naperville, IL

1d • $18 - $26

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, professional approach and a focus on putting pets and customers first. The coordinator communicates with customers through in-person, phone, and online channels; supports a seamless care experience by keeping doctors and the nursing team informed; and helps customers navigate sensitive financial and end-of-life decisions. The position is part-time and based in Naperville, Illinois. VEG operates emergency hospitals 24 hours a day, 365 days a year.

Requirements

• At least 2 years of experience in a customer service role.
• Advanced proficiency in computer programs and practice management software.
• Strong organization 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, 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 according to hospital needs.
• Ability to work in a fast-paced environment with people from varied backgrounds and personality types.
• Empathy and a people-centric approach, including supporting colleagues and understanding different perspectives.
• Humility, including acknowledging mistakes, sharing credit, and recognizing team accomplishments.
• Ownership of work, responsibility for outcomes, and commitment to long-term results.
• Curiosity and a desire to learn and grow skills and knowledge.

Responsibilities

• Greet every customer warmly and urgently in person, by phone, or online.
• Oversee customer communications by calls, emails, and texts; accurately record details and promptly route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and find creative ways to say yes to customer needs.
• Listen empathetically, resolve concerns quickly, and anticipate issues before they escalate.
• Keep the nursing team and doctors updated about customer needs.
• Provide confidential, compassionate guidance about financial options and end-of-life decisions.
• Process payments accurately while protecting 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 create lasting connections among customers, their pets, and the hospital.

Benefits

• Competitive base pay of $18–$26 per hour.
• Learning and growth opportunities through VEG-created clinical and leadership programs.
• Unlimited ER continuing education and a travel stipend.
• Annual travel stipend of $1,000 for part-time credentialed employees and $400 for part-time uncredentialed employees.
• Flexible work schedules.
• Employee referral program.
• Comfy scrubs, VEG merchandise, and food in the fridge.

What This Job Offers

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