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Customer Experience Coordinator - Falls Church, VA
Customer Experience Coordinator - Falls Church, VAVEG ER for Pets • Falls Church, VA, US
Customer Experience Coordinator - Falls Church, VA

Customer Experience Coordinator - Falls Church, VA

VEG ER for Pets • Falls Church, VA, US
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Overview

Customer Experience Coordinator - Falls Church, VA at VEG ER for Pets . Join to apply for the Customer Experience Coordinator - Falls Church, VA role. 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.

WHO WE ARE

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. Our focus on the customer mirrors our commitment to our team : to deliver the best experience possible. VEG aims to maintain the highest NPS in the industry and is focused on growth and employee satisfaction. VEG was named a nominee for INC Magazine's Best Places to Work.

FOCUS

The Customer Experience Coordinator shepherds pet parents through their entire experience, aims to over-deliver at every touchpoint, and makes visits welcoming, engaging, and safe. This role offers the chance to contribute to a disruptive veterinary care environment.

WHO WE NEED

We seek an outgoing, personable individual who works well in chaotic environments. You are an excellent verbal communicator, have high emotional intelligence, are organized, and enjoy solving problems. You strive to deliver impeccable customer experiences and maintain professional demeanor. You analyze performance and implement improvements to enhance the customer experience at VEG.

WHAT YOU'LL DO

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

Service

  • Answer incoming calls promptly with a welcoming attitude
  • Manage incoming communications (email, text, phone)
  • Record accurate call information (e.g., referring vet)
  • Transfer medically related calls to a doctor quickly
  • Greet customers, announce their presence, and check them in
  • Monitor wait times and identify bottlenecks to improve workflow
  • Offer beverages or snacks and deliver a curated experience
  • Listen to customers' needs to understand them
  • Take ownership of complaints and resolve them quickly
  • Anticipate issues to maintain credibility and service quality
  • Invite customers to provide feedback via surveys
  • Collect feedback, celebrate wins, and share patterns to improve efficiency
  • Process payments and maintain accurate customer financial records
  • Accompany customers to exit and thank them for trusting VEG with their pet's care
  • Find creative ways to say yes to customer needs

Focus

  • Engage with customers while they wait
  • Optimize satisfaction, wait time, and ER utilization by circulating the hospital
  • Provide feedback to nurses and doctors about customer needs
  • Maintain confidentiality of personal and financial information and help find suitable financial options
  • 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
  • Initiate video chats when in-person visits are not possible

    • Participation

  • Identify opportunities for safe customer participation
  • Celebrate and capture special moments with permission
  • 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
  • Strong communication skills with diverse audiences
  • Excellent multitasking abilities
  • High emotional intelligence and the ability to read a room
  • Adaptive in high-stakes environments
  • People-pleaser with a professional, approachable demeanor

    • WHY YOU SHOULD CHOOSE US

    Because emergency is all we do, so we do it best. We offer :

  • Industry-leading compensation
  • 401K with company match
  • Health, Vision, and Dental Insurance
  • Paid parental leave - 10 weeks at 100% salary
  • Unlimited Continuing Education opportunities
  • Flexible work schedules for work-life balance
  • Dynamic, ever-changing environment in emergency medicine
  • Hospital-wide equipment and technology
  • Generous employee pet discount
  • Hospital stocked with groceries and snacks, contests, outings, and retreats
  • Referral rewards

    • VEG celebrates diversity and is committed to an inclusive workplace. We are an equal opportunity employer. We look forward to meeting you!

    Job Details

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

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    Customer Experience Coordinator • Falls Church, VA, US