Customer Experience Ambassador

12 hours ago

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

Veterinary Emergency Group (VEG) is a rapidly growing emergency company with hospital locations across the United States. Our mission is to provide exceptional care and service to our patients and their families, while also creating a positive and supportive work environment for our employees.

Job Summary

We are seeking a highly skilled and compassionate Customer Experience Coordinator to join our team. As a Customer Experience Coordinator, you will be responsible for creating a welcoming and engaging experience for our patients and their families, while also ensuring that our hospital runs smoothly and efficiently.

Key Responsibilities
  • Provide exceptional customer service to patients and their families, responding to their needs and concerns in a timely and professional manner.
  • Manage incoming customer communications, including phone calls, emails, and text messages.
  • Record call information accurately and ensure that phone calls are transferred to a doctor quickly for any medically related issues.
  • 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 and 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 and take ownership of customer complaints, being empathetic and working 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 and collect and share positive feedback with the team, celebrating wins and identifying patterns in responses to improve our flow and efficiency.
  • Process payments, maintain the accuracy of customers' personal and financial records, and complete payment history and records.
  • 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, able to '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 and rewarding work environment that prioritizes our employees' well-being and growth. We provide:

  • Industry-leading compensation.
  • 401K with 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.
  • 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, using 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. We are an equal opportunity employer and look forward to meeting you.

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