Customer Experience Coordinator - Pleasant Hill, CA

Customer Experience Coordinator - Pleasant Hill, CA

Base pay range : $18.00 / hr - $22.00 / hr

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.

Overview

The Customer Experience Coordinator's role is to shepherd pet parents through their entire experience. You will obsess over creating incredible experiences for customers, aiming to over-deliver at every touchpoint while making visits welcoming, engaging, and safe. This is a unique opportunity to be part of a disruptive veterinary care environment.

What You'll Do

• Service
• Answer incoming calls immediately and with a smile
• Manage incoming communications (email, text messages, phone calls)
• Record call information accurately (e.g., referring veterinarian information)
• Ensure calls are routed to a doctor quickly for medical matters
• Greet customers warmly, announce their presence to the team, and assist with check-in
• Monitor wait times and identify bottlenecks to improve workflow
• Offer beverages or snacks and create a unique, curated experience
• Listen to customer needs to understand and address them
• Own customer complaints, respond with empathy, and resolve quickly
• Anticipate potential issues and address them to maintain credibility
• Encourage customer feedback via surveys and share positive feedback with the team
• Process payments and maintain accurate records of personal and financial information
• Accompany customers to the exit and thank them for trusting us with their pet's care
• Find creative ways to say yes to customer needs

Focus

Participation

What You'll Need

Why You Should Choose Us

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

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.

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