Overview
Lead Customer Experience Coordinator – Warwick, RI Jobs in Warwick, RI at Veterinary Emergency Group (VEG)
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 Lead Customer Experience Coordinator’s role in our hospital is to lead the charge on guiding pet parents through their entire experience. Lead Customer Experience Coordinators are passionate about creating incredible experiences for our customers and mentoring others on how to do so. Their goal is to exceed the customer’s expectations from their first call to VEG, throughout their time at VEG, and beyond. They are constantly looking for new ways to take the customer experience to the next level.
WHO WE NEED
A successful Lead Customer Experience Coordinator is outgoing, personable, and enjoys mentoring and coaching others. You are:
Passionate about the customer experience
A strong leader that inspires others
An effective communicator with high emotional intelligence
Organized and time-oriented
A natural problem solver utilizing data and metrics to create positive solutions
Conduct yourself with professionalism in both your demeanor and presence
WHAT YOU’LL DO
Leadership:
Collect various metrics, analyze data, and make recommendations for stronger customer experiences based on the findings. This may include:
Phone conversions
Managing our online reputation via Google/Yelp reviews
Qualtrics reviews
Reconcile end of day reports, manage open invoices, apply VEG Cares grants, etc.
Create the schedule for CECs in your hospital
Train, mentor and develop team of CECs on how to best perform their job duties
Partner with the hospital leadership team on best practices for CEC team
Monitor CEC team performance and provide feedback and areas of opportunity for CECs to the management team
Build and collaborate on ways to create a stronger team alignment between the clinical and non-clinical teams to create a seamless experience for our customers
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 other ways to deliver a unique and curated experience
Listen to customers’ needs with the intent to understand, 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
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
1+ year of experience mentoring or managing others
Advanced proficiency in computer programs and practice management software
Highly organized with strong attention to detail
Analytical by nature, able to read and understand various metrics and create recommendations based on findings
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
Strong customer service mindset
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!
Title: Lead Customer Experience Coordinator – Warwick, RI
Company: Veterinary Emergency Group (VEG)
Location: Warwick, RI
