Veterinary ER Customer Experience Lead

Veterinary Emergency Group The PC; Larkspur (CA); Sur place; USD 28 000 - 41 000; Plein temps

Avantages offerts par ce poste

Health benefits

401K match

Travel stipend

Paid parental leave

Flexible schedules

Referral program

Résumé du poste

Veterinary Emergency Group in Larkspur, CA is seeking a Customer Experience Coordinator to shape the customer journey before, during, and after visits. You will be outgoing, professional, and dedicated to delivering exceptional care for both patients and their families.

You will grow within an environment that values learning, mentorship, and impact, with opportunities to advance in veterinary emergency medicine while supporting a compassionate team.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge in computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communicator able to interact positively with anyone.
• Strong multitasker thriving amid chaos.
• High emotional intelligence and the ability to read a room.
• Adaptable in high-stakes environments.
• Must be willing to work in a noisy environment with strong odors.
• Availability to work nights, weekends, and holidays on rotation or as needed.

Responsabilités

• Greet every customer with warmth and urgency, in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts), record details accurately, and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and look for ways to say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• Keep nursing team and doctors updated on customer needs for a seamless care experience.
• Provide confidential, compassionate guidance on 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.
• Celebrate and capture special moments, creating lasting connections between customers, their pets, and the hospital

Connaissances

Customer service experience

Organization

Communication

Multitasking

Emotional intelligence

Adaptability

Noise environment tolerance

Evening/weekend availability

Diversity & inclusion mindset

Outils

Practice management software

Description du poste

Veterinary Emergency Group in Larkspur, CA is seeking a Customer Experience Coordinator to shape the customer journey before, during, and after visits. You will be outgoing, professional, and dedicated to delivering exceptional care for both patients and their families.

You will grow within an environment that values learning, mentorship, and impact, with opportunities to advance in veterinary emergency medicine while supporting a compassionate team.