Customer Experience Ambassador

1 month ago

Stanford, California, United States Veterinary Emergency Group Full time
About Us

Veterinary Emergency Group (VEG) is a rapidly growing emergency veterinary company with hospital locations across the United States. Our mission is to provide exceptional care and service to our customers and their pets when they need it most.

Our Culture

We are revolutionizing emergency medicine with a "customer first" mentality and a true, employee-centric work environment. We strive to create a safe, secure, and valued experience for our employees, customers, and their pets.

The Role

We are seeking a highly organized and detail-oriented Customer Experience Coordinator to join our team. As a Customer Experience Coordinator, you will be responsible for creating incredible experiences for our customers. Your goal will be to over-deliver at every customer touchpoint while making their visit feel welcoming, engaging, and safe.

Key Responsibilities
  • 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 and 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 customers 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 customers' 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 customers' needs
Requirements
  • 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 Choose Us

At VEG, we offer a unique opportunity to be part of a rapidly growing emergency veterinary company. We provide industry-leading compensation, 401K with company match, health, vision, and dental insurance, paid parental leave, unlimited continuing education opportunities, flexible work schedules, and a generous employee pet discount.

We celebrate diversity and are committed to creating an inclusive workplace that represents a variety of backgrounds, perspectives, and skills. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team, we encourage you to apply.

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