Veterinary ER Customer Experience Lead

Veterinary Emergency Group The PC; Willow Grove (PA); Presencial; USD 42 000 - 64 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

401K match

Health benefits

Travel stipend

Student loan repayment

Parental leave

Resumo da oferta

Veterinary Emergency Group in Willow Grove, PA is seeking a Customer Experience Coordinator who defines the client journey through service, focus, and participation. This role emphasizes a warm, professional presence and a dedication to improving the experience before, during, and after visits.

You will collaborate with the care team to deliver personalized experiences, handle communications, and guide customers through financial options and end-of-life decisions with empathy.

Qualificações

• 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
• A strong communicator; able to interact positively with anyone and everyone
• A strong multitasker, able to thrive amid chaos
• High emotional intelligence, able to read a room and plan and act accordingly
• Adaptable and amenable in high stakes environments
• 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
• Work well in a fast-paced environment with people from all backgrounds and different personality types

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 escalated
• 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

Conhecimentos

Customer service

Communication

Multitasking

Attention to detail

Emotional intelligence

Adaptability

Working under pressure

Team collaboration

Ferramentas

Practice management software

Computer programs

Descrição da oferta de emprego

Veterinary Emergency Group in Willow Grove, PA is seeking a Customer Experience Coordinator who defines the client journey through service, focus, and participation. This role emphasizes a warm, professional presence and a dedication to improving the experience before, during, and after visits.

You will collaborate with the care team to deliver personalized experiences, handle communications, and guide customers through financial options and end-of-life decisions with empathy.