Veterinary ER Customer Experience Lead

Veterinary Emergency Group (VEG); New York (NY); Presencial; USD 42.000 - 56.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Flexible schedules

Generous employee referral program

VEG swag

Scrubs provided

Fridge stocked with snacks

Descripción de la vacante

VEG is seeking a Customer Experience Coordinator to define the customer experience across service touchpoints in our veterinary emergency hospitals. You will be outgoing, professional, and constantly focused on saying yes to patients and their families, both in person and across channels.

You will engage with clients, coordinate communications, and guide customers through decisions while maintaining confidentiality and empathy.

Formación

• 2+ years of experience in a customer service role.
• Advanced proficiency in computer programs and practice management software.
• Highly organized, with strong attention to detail.
• Strong communication skills; able to interact positively with anyone and everyone.
• The ability to multitask and thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high stakes environments.
• Problem solving skills and a focus on innovation.
• Must be willing 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.

Responsabilidades

• Greet every customer with warmth and urgency, whether 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—always looking for creative ways to say “yes” to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escape.
• 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 (with permission), creating lasting connections between customers, their pets, and the hospital.

Descripción del empleo

VEG is seeking a Customer Experience Coordinator to define the customer experience across service touchpoints in our veterinary emergency hospitals. You will be outgoing, professional, and constantly focused on saying yes to patients and their families, both in person and across channels.

You will engage with clients, coordinate communications, and guide customers through decisions while maintaining confidentiality and empathy.