Customer Experience Coordinator – Relief
| Company | Veterinary Emergency Group (VEG ER) |
|---|---|
| Location | Encinitas, CA, USA |
| Salary | $19 – $24 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- 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. You can ‘read a room’ and plan and act accordingly
- Adaptable and amenable in ‘high stakes’ environments
- A natural people pleaser
- Must present yourself with a professional and approachable demeanor
Responsibilities
- 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
- Process payments, maintain the accuracy of customer’s personal and financial records, as well as payment history and completion
- 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 our customer’s needs
- 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 the nurses and doctors about customers needs
- Provide confidentiality and sensitivity around customer’s personal and financial information and help them find the best financial solution to fit their needs
- 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 our team when they cannot be in the hospital
- 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
Preferred Qualifications
-
No preferred qualifications provided.