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- Tasks: Be the friendly face guiding pet parents through their experience at our emergency hospital.
- Company: Join VEG, a leading emergency veterinary company dedicated to exceptional care for pets and their owners.
- Benefits: Enjoy flexible schedules, health insurance, paid parental leave, and unlimited education opportunities.
- Why this job: Make a real impact in emergency medicine while working in a supportive, employee-centric environment.
- Qualifications: 2+ years in customer service, strong communication skills, and a passion for helping others.
- Other info: We celebrate diversity and are committed to creating an inclusive workplace.
The predicted salary is between 30000 - 42000 £ per year.
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
The Customer Experience Coordinator\’s role in our hospital is to shepherd pet parents through their entire experience. Customer Experience Coordinators obsess over creating incredible experiences for our customers. Their goal is to over-deliver at every customer touchpoint while making their visit feel incredibly welcoming, engaging, and safe. This unique opportunity allows you the chance to be a part of this disruptive veterinary care environment and change the way veterinary medicine is done forever.
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:
- 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
Focus:
- 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
Participation:
- 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
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. 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
WHY YOU SHOULD CHOOSE US
Because emergency is all we do, so we do it best! We also offer:
- Industry-leading compensation
- 401K w/ company match
- Health, Vision, and Dental Insurance
- Paid parental leave – 10 weeks of paid leave at 100% of regular salary
- Unlimited Continuing Education (C.E.) opportunities – we want to help you grow in your career!
- Flexible work schedules for a true work-life balance
- Something new every day – you\’ll never be bored in emergency medicine
- We build our hospitals from scratch. You\’ll be using all of the latest equipment and technology.
- Generous employee pet discount
- Hospital stocked with fresh groceries and snacks, monthly and quarterly contests, quarterly hospital outings, company-wide retreats, etc!
- Referral rewards – tell your friends why they should come work for VEG too!
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! #J-18808-Ljbffr
Customer Experience Coordinator (Relief) - Shrewsbury MA employer: VEG ER for Pets
Contact Detail:
VEG ER for Pets Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Coordinator (Relief) - Shrewsbury MA
✨Tip Number 1
Familiarise yourself with VEG's mission and values. Understanding their 'customer first' mentality will help you align your responses during interviews, showcasing how your personal values match their culture.
✨Tip Number 2
Prepare to demonstrate your emotional intelligence. Think of examples from your past experiences where you've successfully navigated challenging customer interactions, as this role requires a high level of empathy and problem-solving skills.
✨Tip Number 3
Research common challenges in emergency veterinary care. Being knowledgeable about the industry can help you engage in meaningful conversations during your interview, showing that you're proactive and genuinely interested in the role.
✨Tip Number 4
Practice your multitasking skills. Since the role involves managing multiple customer communications simultaneously, consider role-playing scenarios where you handle various tasks at once, ensuring you can showcase your ability to thrive in a fast-paced environment.
We think you need these skills to ace Customer Experience Coordinator (Relief) - Shrewsbury MA
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles where you had to manage communications or resolve complaints. Use specific examples that demonstrate your ability to create welcoming and engaging experiences.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how it aligns with VEG's mission. Mention your emotional intelligence and problem-solving skills, and provide examples of how you've gone above and beyond for customers in the past.
Showcase Your Communication Skills: Since the role requires strong verbal communication, consider including a section in your application that outlines your communication style and any relevant training or experience. This could be in the form of a brief paragraph or bullet points.
Highlight Adaptability: Given the fast-paced environment at VEG, emphasise your ability to thrive in chaotic situations. Share specific instances where you successfully managed multiple tasks or adapted to sudden changes while maintaining a high level of customer service.
How to prepare for a job interview at VEG ER for Pets
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for creating exceptional customer experiences. Share specific examples from your past roles where you went above and beyond to meet customer needs, as this aligns perfectly with the company's mission.
✨Demonstrate Emotional Intelligence
Prepare to discuss how you read and respond to people's emotions. Highlight instances where your emotional intelligence helped resolve a conflict or improve a customer's experience, showcasing your ability to connect with pet parents.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to customer service challenges. Practice responding to scenarios where you need to think on your feet and demonstrate problem-solving skills, as this role thrives in chaotic environments.
✨Research VEG and Its Culture
Familiarise yourself with VEG's values and culture. Be prepared to discuss how your personal values align with theirs, especially their commitment to a 'customer first' mentality and employee-centric work environment.