Customer Experience Coordinator; Relief - Cary, NC

Overview

Customer Experience Coordinator (Relief) - Cary, NC

Join to apply for the Customer Experience Coordinator (Relief) role at VEG ER for Pets.

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.

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!

• Service: Answer incoming calls immediately and with a smile;
  Manage incoming customer communications (email, text messages, phone calls);
  Record call information accurately (e.g., 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.
• Offer 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 hiccups that might upset customers and address them to maintain business credibility and service commitment;
  Invite customers to provide feedback by completing a survey;
  Collect and share positive feedback with the team and identify patterns to improve flow and efficiency;
  Process payments and maintain accuracy of customers’ personal and financial records and payment history;
  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 customer 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 nurses and doctors about customers’ needs;
  Provide confidentiality and sensitivity around customer information and help find the best financial solution;
  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 the 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.

• 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
• Professional and approachable demeanor

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

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

VEG is an equal opportunity employer. We’re excited to meet you!