Customer Experience Coordinator - Larkspur, CA

Full-time - Entry Level

Larkspur, CA

Professional, Scientific, and Technical Services

About the position

The Customer Experience Coordinator at Veterinary Emergency Group (VEG) plays a crucial role in enhancing the customer experience for pet parents visiting the hospital. This position focuses on creating welcoming, engaging, and safe experiences for customers while managing communications and ensuring efficient workflow. The coordinator is responsible for overseeing customer interactions, addressing concerns, and facilitating a seamless experience from entry to exit.

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 & 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.
• 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.
• Invite customers to provide feedback by completing a survey.
• Collect and share positive feedback with the team, celebrate wins, and identify patterns in responses.
• Process payments and maintain the accuracy of customer's personal and financial records.
• Accompany customers to the exit and thank them for trusting us with their pet's care.
• Engage in conversations with customers while they are waiting.
• Optimize customer satisfaction, wait time, and emergency room utilization by circulating the hospital.
• Update or provide feedback to the nurses and doctors about customers' needs.
• Provide confidentiality and sensitivity around customer's personal and financial information.
• 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.
• Identify creative opportunities for customer participation.
• Celebrate and capture special moments, with permission from the customer.
• Create a personalized experience for the customer and their pet.

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; ability to 'read a room' and plan accordingly.
• Adaptable and amenable in 'high stakes' environments.
• A natural people pleaser.
• Must present yourself with a professional and approachable demeanor.

Benefits

• Industry-leading compensation (pay range $18-$24).
• 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.
• Generous employee pet discount.
• Hospital stocked with fresh groceries and snacks, monthly and quarterly contests, quarterly hospital outings, company-wide retreats.
• Referral rewards for bringing in new employees.