Customer Experience Coordinator; Relief - Greenville, SC

Customer Experience Coordinator (Relief) - Greenville, SC

Join to apply for the Customer Experience Coordinator (Relief) role at VEG ER for Pets.

VEG is a rapidly growing emergency company with hospital locations across the United States. Our mission is helping 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.

The Customer Experience Coordinator's role is to shepherd pet parents through their entire experience. Coordinators obsess over creating incredible experiences for customers, over-delivering at every touchpoint while making visits welcoming, engaging, and safe. This role offers a unique opportunity to be part of a disruptive veterinary care environment.

Your Mission: Define the customer's experience through Service, Focus, and Participation.

• Service:
  • Answer incoming calls immediately and with a smile
  • Manage incoming customer communications (email, text messages, phone calls)
  • Record call information accurately (e.g., referring vet information)
  • Ensure calls are transferred to a doctor quickly for any medically related issues
  • Greet customers warmly, announce their presence to the team, and check them in
  • Monitor wait times and identify bottlenecks to improve workflow
  • Offer beverages or snacks and deliver a unique, curated experience
  • Listen to customers’ needs to understand and address them
  • Take ownership of complaints, be empathetic, and resolve them quickly
  • Anticipate hiccups and address them to maintain credibility and service
  • Invite customers to provide feedback via surveys
  • Collect and share positive feedback with the team and identify patterns to improve flow
  • Process payments and maintain accuracy of personal and financial records
  • Accompany customers to the exit and thank them for trusting us with their pet’s care
  • Find creative ways to say yes to customer needs

• Focus:
  • Engage with customers while they wait
  • Optimize satisfaction, wait times, and ER utilization by circulating the hospital and coordinating with the care team
  • Provide feedback to nurses and doctors about customer needs
  • Protect confidentiality of personal and financial information and help customers find the best financial solution
  • Educate customers on end-of-life options, such as cremation
  • Follow up with customers 24 hours after their visit
  • Invite customers to stay with their pet and support remote communication (e.g., video chats) when needed

• Participation:
  • Identify creative opportunities for customer participation in a safe, valuable way
  • Celebrate and capture special moments with customer permission
  • Create a personalized experience for the customer and their pet

• 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
• Ability to communicate with anyone and everyone
• Strong multitasking skills
• High emotional intelligence; ability to read a room and respond accordingly
• Adaptable and calm in high-stakes environments
• A natural people pleaser with a professional and approachable demeanor

• Industry-leading compensation
• 401K with company match
• Health, vision, and dental insurance
• Paid parental leave - 10 weeks at 100% base salary
• Unlimited Continuing Education opportunities
• Flexible work schedules for true work-life balance
• Dynamic emergency medicine environment with latest equipment
• Generous employee pet discount
• Hospital stocked with fresh groceries and snacks, plus events
• Referral rewards

VEG celebrates diversity and is committed to an inclusive workplace that represents a variety of backgrounds, perspectives, and skills. We are an equal opportunity employer and look forward to meeting you.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Other
• Industries:
  Veterinary Services

Greenville-Spartanburg-Anderson, South Carolina Area