Customer Experience Coordinator

3 days ago

Newton, United States Veterinary Emergency Group Full time
WHO WE ARE

Veterinary Emergency Group (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.

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 way. What we're aiming to achieve on the customer side is equivalent in nature to what we want for our employees: to have the best experience possible. With the highest NPS score in our industry, we're ready to ensure that VEG remains the place where the best and brightest in the emergency world not only want to work, but stay and grow. For our customers and their pets, we strive to find a way to say, "yes." We do the same and more for our teams. In fact, VEG is one of this year's nominees for INC Magazine's Best Places to Work

FOCUS

The Customer Experience Coordinator's role in our hospital is to shepherd pet parents through their entire experience. Customer Experience Coordinators obsess over creating incredible experiences for our customers. Their goal is to over-deliver at every customer touchpoint while making their visit feel incredibly welcoming, engaging, and safe. This unique opportunity allows you the chance to be a part of this disruptive veterinary care environment and change the way veterinary medicine is done forever.

WHO WE NEED

A successful Customer Experience Coordinator is outgoing, personable, and thrives in chaos. You are incredibly strong verbal communicators and know how to read people quickly. You have high emotional intelligence and are organized and time-oriented. You are a natural problem solver and are obsessed with innovating. You're passionate about delivering impeccable customer experiences and conduct yourself professionally in both your demeanor and presence. You are humble, yet assertive and know how to drive results. You analyze your prior performance and the performance of your peers and are thoughtful in implementing change to perfect the customer's entire experience at VEG.

WHAT YOU'LL DO

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 such, as referring vet information
  • Ensure phone calls get transferred to a doctor quickly for anything medically related
  • Stand & greet customers with warmth and urgency upon entrance to the hospital, announce their presence to the team, and get them checked in
  • Monitor customer wait times and identify bottlenecks to improve the efficiency of our workflow to reduce future bottlenecks
  • Offer them beverages or snacks, and find ways to deliver a unique and curated experience
  • Listen to customers' needs with the intent to understand
  • Take ownership of customer complaints, be empathetic, and work to resolve them quickly
  • Anticipate any hiccups that might upset customers and get ahead of them to ensure business credibility and commitment to service
  • Invite customers to provide feedback by completing a survey
    • Collect and share positive feedback with the team, celebrate wins, and identify patterns in responses to improve our flow and efficiency
  • Process payments, maintain the accuracy of customer's personal and financial records, as well as payment history and completion
  • Accompany customers to the exit and thank them for trusting us with their pet's care
  • Always find a creative way to say yes to our customer's needs
Focus:
  • Engage in conversations with customers while they are waiting
  • Optimize customer satisfaction, wait time, and emergency room utilization by circulating the hospital and checking in with customers and the emergency care team
  • Update or provide feedback to the nurses and doctors about customers needs
  • Provide confidentiality and sensitivity around customer's personal and financial information and help them find the best financial solution to fit their needs
  • Educate customers on end-of-life details such as cremation options
  • Call/text customers 24 hours after their visit to follow up on their pet's care
  • Ensure customers are invited to stay with their pet
  • Initiate video chats between customers, their pet, and our team when they cannot be in the hospital
Participation:
  • Identify creative opportunities for customer participation in a valuable and safe way
  • Celebrate and capture special moments, with permission from the customer
  • Create a personalized experience for the customer and their pet
WHAT YOU'LL NEED:
  • 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. You can 'read a room' and plan and act accordingly
  • Adaptable and amenable in 'high stakes' environments
  • A natural people pleaser
  • Must present yourself with a professional and approachable demeanor
WHY YOU SHOULD CHOOSE US

Because emergency is all we do, so we do it best We also offer:
  • Industry-leading compensation
  • 401K w/ company match
  • Health, Vision, and Dental Insurance
  • Paid parental leave - 10 weeks of paid leave at 100% of regular salary
  • Unlimited Continuing Education (C.E.) opportunities - we want to help you grow in your career
  • Flexible work schedules for a true work-life balance
  • Something new every day - you'll never be bored in emergency medicine
  • We build our hospitals from scratch. You'll be using all of the latest equipment and technology.
  • Generous employee pet discount
  • Hospital stocked with fresh groceries and snacks, monthly and quarterly contests, quarterly hospital outings, company-wide retreats, etc
  • Referral rewards - tell your friends why they should come work for VEG too


VEG celebrates diversity and is committed to creating an inclusive workplace that represents a variety of backgrounds, perspectives, and skills. You've found the equal opportunity employer you are looking for. We can't wait to meet you

  • Customer Operations Coordinator

    1 week ago

    Newton, United States Spindrift Full time

    Responsibilities Receipt and verification of customer orders to process as per company guidelines in an accurate and timely manner. Responsible for up to 5,000 customer orders per year. Coordinate outbound shipments with warehouses, freight partners, and internal supply chain team to ensure shipments are executed on time and in full. Track outbound shipments...

  • Customer Experience Specialist

    16 hours ago

    Newton, Massachusetts, United States Bloomingdale's Full time

    About Our RoleA Sales Professional at Bloomingdale's is a dynamic individual who guides customers in finding their perfect fit. With a passion for gracious service, interest in fashion, and styling talent, they help customers discover new styles.Style and assist customers to find their ideal fitProvide exceptional customer service and fashion expertiseKey...

  • Customer Experience Lead

    1 day ago

    Newton, Massachusetts, United States Clover Food Lab Full time

    Job OverviewClover Food Lab is a dynamic food retailer that offers a unique blend of high-quality food, exceptional customer service, and an engaging store experience. As a Customer Experience Lead, you will be responsible for driving sales growth, improving customer satisfaction, and fostering a positive work environment.The ideal candidate will possess...

  • Customer Experience Specialist

    3 days ago

    Newton, Iowa, United States Domino's Pizza LLC Full time

    At Domino's Pizza LLC, we're seeking a Customer Experience Specialist to join our team. As a key member of our front store staff, you'll be responsible for creating a positive and engaging experience for our customers.Key Responsibilities:Greet customers in a friendly and welcoming mannerTake customer orders using our technology and Point of Sales...

  • Customer Experience Enthusiast

    3 days ago

    Newton, Massachusetts, United States The Great Escape Room Full time

    Be a Part of Something Unforgettable!At The Great Escape Room, we're on the lookout for dynamic individuals to join our team and help craft unforgettable adventures for our guests. If you love getting into character, solving puzzles, and making people smile, we want to hear from you.Position: Part-Time Seasonal Team MemberEnhance the guest experience by...

  • Customer Connection Coordinator

    2 days ago

    Newton, Massachusetts, United States Capital One Careers Full time

    About This PositionCapital One Careers is seeking a detail-oriented and customer-focused Café Ambassador to join our team. As a key member of our café team, you will play a vital role in fostering connections with customers and enhancing their experience at the café.Your responsibilities will include collaborating with a supportive team to create an...

  • Sales and Customer Experience Professional

    3 days ago

    Newton, Iowa, United States Loves Travel Stops & Country Store Full time

    Required Skills and QualificationsGeneral customer service duties, including helping customers find items, answering questions about products and services.Balancing a cash register by completing customer transactions and offering additional sales opportunities.Use various methods and technology to ensure proper food safety conditions.Ability to move, lift...

  • Customer Experience Specialist

    3 days ago

    Newton, United States British Swim School Full time

    British Swim School - JobID: 100-149424105 [Customer Service Representative] As a Customer Experience Specialist at British Swim School, you'll: Warmly welcome new families and get them off to a good start by getting to know the students and their parents; Register students for class and manage them in & out of the water between classes; Assist parents with...

  • Service Experience Coordinator

    6 days ago

    Newton Center, Massachusetts, United States VPNE Parking Solutions Full time

    **Overview of Our Company:**Vice Park Network Enterprises (VPNE) provides parking and transportation services to top clients and guests.We strive to deliver exceptional customer experiences and foster a positive work environment.Our team members embody our company values and contribute to a culture of growth and development.**Job Responsibilities:**We are...

  • Customer Experience Associate

    7 days ago

    Newton, Illinois, United States Subway - 18629-0 Full time

    Key RequirementsTo succeed in this role, you will need to possess strong communication skills, a positive attitude, and the ability to work well in a fast-paced environment. You will also need to be able to understand and implement written and verbal instructions, and have the physical ability to lift 10 pounds frequently and up to 30 pounds...

  • Guest Experience Coordinator

    5 days ago

    Newton Center, Massachusetts, United States Tatte Holdings LLC Full time

    About UsTatte Holdings LLC is a dynamic organization dedicated to inspiring, caring for, and nurturing life every day. We believe in the importance of exceptional guest experiences, fostering a positive work environment, and promoting opportunities for growth and development. As a Café Manager, you will be an integral part of our team, contributing to our...

  • Business Operations Coordinator

    4 days ago

    Newton, Massachusetts, United States Chris Kostopoulos Group | Keller Williams Full time

    Job Summary:We are seeking a highly skilled and organized Business Operations Coordinator to join our team at Chris Kostopoulos Group | Keller Williams. As an Executive Assistant, you will play a vital role in supporting the owner and agents in all business and personal areas requiring attention. This is a unique opportunity to work in a fast-paced...

  • Customer Experience Representative

    6 days ago

    Newton, Iowa, United States Loves Travel Stops & Country Store Full time

    Benefits and CultureWe offer a range of benefits, including paid time off, flexible scheduling, 401(k) 100% match up to 5%, medical/dental/vision insurance after 30 days, competitive pay, career development, and more.At Loves Travel Stops & Country Stores, we pride ourselves on creating an inclusive and diverse workplace where team members can thrive and...

  • Customer Service Specialist

    7 days ago

    Newton, Massachusetts, United States Spindrift Full time

    About the JobWe are looking for a talented Customer Service Specialist to join our team in the Boston area. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and support.Key ResponsibilitiesRespond to customer inquiries and resolve issues in a timely and professional manner.Coordinate with...

  • Residential Dining Experience Coordinator

    6 days ago

    Newton, Massachusetts, United States Sunrise Senior Living Full time

    Job OverviewWe are seeking a skilled Dining Service Manager to join our team at Sunrise Senior Living. As a key member of our culinary staff, you will be responsible for providing exceptional dining experiences for our residents, ensuring that every meal is a highlight of their day.

  • Financial Transactions Coordinator

    14 hours ago

    Newton, Iowa, United States Great Southern Bancorp Full time

    As a Financial Transactions Coordinator at Great Southern Bancorp, you will be responsible for processing financial transactions, maintaining accurate records, and ensuring compliance with bank policies and procedures.Key ResponsibilitiesProcess Transactions: Process all financial transactions efficiently and accurately, meeting or exceeding expectations for...

  • Customer Service/Data Entry

    4 days ago

    Newton, United States MSCCN Full time

    Our client, a leading healthcare products and services provider committed to delivering high-quality medical supplies to healthcare facilities and individual customers, is seeking a Customer Service/Data Entry Representative to join their team. As a Customer Service/Data Entry Representative, you will be part of the customer service department supporting our...

  • Ambassador of Inclusive Customer Experiences

    2 days ago

    Newton, Massachusetts, United States Capital One Careers Full time

    Salary RangeThe minimum annual salary for this role in Boston, MA is $52,624, while the maximum is $57,408. Salaries for part-time roles will be prorated based on the agreed-upon number of hours to be regularly worked.

  • Program Coordinator

    4 days ago

    Newton, United States Project Self-Sufficiency Full time

    The full-time Program Coordinator will coordinate all aspects of the Smart Parents, Smart Communities program, will supervise the Counselor/Parent Coach, Social Media Coordinator, and parent trainers, and will report to the Program Supervisor. In addition, the Program Coordinator will collect and use data to inform ongoing monitoring and improvement of the...

  • Senior Administrative Coordinator

    3 days ago

    Newton, Massachusetts, United States Chris Kostopoulos Group | Keller Williams Full time

    **Job Description**">Overview: We are seeking a highly skilled and organized Executive Assistant to join our team at Chris Kostopoulos Group | Keller Williams. As a key member of our support staff, you will be responsible for providing exceptional administrative assistance to our owner and agents, ensuring seamless daily operations, and contributing to the...