About This Role
This role defines the customer's experience through service, focus, and participation, perfecting the experience before, during, and after their time at the veterinary emergency hospital. The coordinator is personable and professional, finding ways to prioritize patient and customer experience above all else. This position offers opportunities for growth and building valuable experience in veterinary emergency medicine.
Responsibilities
- Greet every customer with warmth and urgency, whether in person, over the phone, or online
- Oversee all customer communications (calls, emails, texts), record details accurately, and route urgent medical calls to a doctor quickly
- Deliver personalized, memorable experiences, always looking for creative ways to say "yes" to customer needs
- Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate
- Keep nursing team and doctors updated on customer needs for a seamless care experience
- Provide confidential, compassionate guidance on financial options and end-of-life decisions
- Process payments accurately while protecting personal and financial information
- Follow up with customers after visits to check on their pet’s care and strengthen relationships
- Celebrate and capture special moments (with permission), creating lasting connections between customers, their pets, and the hospital
Requirements
- 2+ years of experience in a customer service role
- Advanced knowledge in computer programs and practice management software
- Highly organized, with strong attention to detail
- A strong communicator; able to interact positively with anyone and everyone
- A strong multitasker, able to thrive amid chaos
- High emotional intelligence, able to read a room and plan and act accordingly
- Adaptable and amenable in high stakes environments
- Must be willing to work in a noisy environment with strong or unpleasant odors
- Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs
- Work well in a fast-paced environment with people from all backgrounds and different personality types
- Empathetic, instinctively taking a people-centric approach, whether supporting colleagues or making an effort to understand different perspectives
- Have a sense of humility; acknowledging mistakes, sharing credit with others, and lifting up the team's accomplishments
- Feel a strong sense of ownership over your work, taking responsibility for outcomes and staying committed to achieving long-term, impactful results
- Curious by nature; you ask insightful questions and continuously seek out opportunities to learn and grow your skills and knowledge
