Customer Experience Coordinator - Seattle, WA

Customer Experience Coordinator - Seattle, WA

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. What we're aiming to achieve on the customer side is equivalent in nature to what we want for our employees : to have the best experience possible. With the highest NPS score in our industry, we're ready to ensure that VEG remains the place where the best and brightest in the emergency world not only want to work, but stay and grow. For our customers and their pets, we strive to find a way to say, "yes." We do the same and more for our teams. In fact, VEG is one of this year's nominees for INC Magazine's Best Places to Work!

FOCUS

• 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 to reduce future bottlenecks
• Offer them 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

WHO WE NEED

A successful Customer Experience Coordinator is outgoing, personable, and thrives in chaos. You are incredibly strong verbal communicators and know how to read people quickly. You have high emotional intelligence and are organized and time-oriented. You are a natural problem solver and are obsessed with innovating. You're passionate about delivering impeccable customer experiences and conduct yourself professionally in both your demeanor and presence. You are humble, yet assertive and know how to drive results. You analyze your prior performance and the performance of your peers and are thoughtful in implementing change to perfect the customer's entire experience at VEG

WHAT YOU'LL DO

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

Service

Focus

Participation

WHAT YOU'LL NEED

WHY YOU SHOULD CHOOSE US

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!

Seniority level : Entry level

Employment type : Full-time

Job function : Other

Industries : Veterinary Services

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