Customer Experience Coordinator - Buffalo Grove, IL

VEG ER for Pets; Buffalo Grove (IL); On-site; USD 40,000 - 60,000; Full time

Job summary

A forward-thinking company is seeking a Customer Experience Coordinator to enhance the veterinary care experience. This role is pivotal in guiding pet parents through their visits, ensuring they feel welcomed and valued. You will engage with customers, manage communications, and creatively meet their needs while working in a supportive and innovative environment. With a commitment to exceptional service and a focus on employee well-being, this position offers an exciting opportunity to be part of a revolutionary team dedicated to improving emergency veterinary care.

Benefits

Industry-leading pay

Paid parental leave

Unlimited continuing education

Flexible schedules

Pet discounts

State-of-the-art facilities

Qualifications

• 2+ years in customer service required.
• Proficiency in software and practice management tools needed.

Responsibilities

• Answer calls, manage communications, and greet customers warmly.
• Engage customers during wait times and resolve complaints.

Skills

Verbal communication skills

Emotional intelligence

Organizational skills

Problem-solving

Multitasking

Tools

Practice management tools

Job description

Customer Experience Coordinator - Buffalo Grove, IL

Join to apply for the Customer Experience Coordinator - Buffalo Grove, IL role at VEG ER for Pets

WHO WE ARE

VEG is a rapidly growing emergency veterinary company with hospital locations across the United States. Our mission is to help people and their pets when they need it most. We are revolutionizing emergency medicine with a "customer first" mentality and a true, employee-centric work environment.

TALENT + CULTURE AT VEG

At VEG, we want people and their pets to feel safe, secure, and valued; we want our employees to feel the same. We aim to provide the best experience for our customers and our team. With the highest NPS score in our industry, VEG is a nominee for INC Magazine's Best Places to Work!

ROLE OVERVIEW

The Customer Experience Coordinator guides pet parents through their entire visit, creating welcoming, engaging, and safe experiences. This role offers a chance to be part of a disruptive veterinary care environment and to influence how veterinary medicine is done.

QUALITIES OF THE IDEAL CANDIDATE

Outgoing, personable, strong verbal communication skills, high emotional intelligence, organized, problem solver, innovative, professional, humble, results-driven, reflective, and committed to exceptional customer service.

KEY RESPONSIBILITIES

1. Service: Answer calls, manage communications, record information, facilitate quick referrals, greet customers warmly, monitor wait times, offer refreshments, listen empathetically, resolve complaints, gather feedback, process payments, thank customers, and creatively meet customer needs.
2. Focus: Engage customers during wait times, optimize satisfaction and workflow, communicate with medical staff, handle sensitive information, educate on end-of-life options, follow-up post-visit, and facilitate video chats when needed.
3. Participation: Find creative ways for customer participation, celebrate moments, and personalize experiences.

REQUIREMENTS

• 2+ years in customer service
• Proficiency in software and practice management tools
• Organized with attention to detail
• Excellent communication skills
• Strong multitasking ability
• High emotional intelligence
• Adaptability in high-stakes environments
• People-pleasing demeanor

WHY JOIN US

We offer industry-leading pay, benefits, paid parental leave, unlimited CE, flexible schedules, state-of-the-art facilities, pet discounts, and a vibrant work environment. VEG values diversity and inclusivity. Join us and be part of a revolutionary veterinary team!