Customer Experience Coordinator (Relief) - Greenville, SC

Customer Experience Coordinator (Relief) - Greenville, SC Join to apply for the Customer Experience Coordinator (Relief) role at VEG ER for Pets. Overview 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. Focus The Customer Experience Coordinator's role is to shepherd pet parents through their entire experience. Coordinators obsess over creating incredible experiences for customers, over-delivering at every touchpoint while making visits welcoming, engaging, and safe. This role offers a unique opportunity to be part of a disruptive veterinary care environment. What You'll Do Your Mission: Define the customer's experience through Service, Focus, and Participation. 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 calls are transferred to a doctor quickly for any medically related issues Greet customers warmly, announce their presence to the team, and check them in Monitor wait times and identify bottlenecks to improve workflow Offer beverages or snacks and deliver a unique, curated experience Listen to customers’ needs to understand and address them Take ownership of complaints, be empathetic, and resolve them quickly Anticipate hiccups and address them to maintain credibility and service Invite customers to provide feedback via surveys Collect and share positive feedback with the team and identify patterns to improve flow Process payments and maintain accuracy of personal and financial records 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: Engage with customers while they wait Optimize satisfaction, wait times, and ER utilization by circulating the hospital and coordinating with the care team Provide feedback to nurses and doctors about customer needs Protect confidentiality of personal and financial information and help customers find the best financial solution 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 and support remote communication (e.g., video chats) when needed Participation: Identify creative opportunities for customer participation in a safe, valuable way Celebrate and capture special moments with customer 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 Ability to communicate with anyone and everyone Strong multitasking skills High emotional intelligence; ability to read a room and respond accordingly Adaptable and calm in high-stakes environments A natural people pleaser with a professional and approachable demeanor Why You Should Choose Us Industry-leading compensation 401K with company match Health, vision, and dental insurance Paid parental leave - 10 weeks at 100% base salary Unlimited Continuing Education opportunities Flexible work schedules for true work-life balance Dynamic emergency medicine environment with latest equipment Generous employee pet discount Hospital stocked with fresh groceries and snacks, plus events Referral rewards VEG celebrates diversity and is committed to an inclusive workplace that represents a variety of backgrounds, perspectives, and skills. We are an equal opportunity employer and look forward to meeting you. Job Details Seniority level: Entry level Employment type: Full-time Job function: Other Industries: Veterinary Services Greenville-Spartanburg-Anderson, South Carolina Area #J-18808-Ljbffr