Customer Experience Coordinator (Relief) - Federal Way

About the role

As a Customer Experience Coordinator, your primary responsibility is to ensure that every customer's experience at VEG is exceptional, from greeting them warmly to following up on their visit. Your role involves managing all customer communications, ensuring smooth transitions between departments, and providing compassionate support.

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 proficiency in computer programs and practice management software
• Highly organized with strong attention to detail
• Strong communication skills; able to interact positively with anyone and everyone
• The ability to multitask and thrive amid chaos
• High emotional intelligence, able to read a room and plan and act accordingly
• Adaptable and amenable in high stakes environments
• Problem solving skills and a focus on innovation
• 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

Qualifications

• Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives
• A sense of humility; acknowledging mistakes, sharing credit with others, and lifting up your 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

Skills

• Customer service skills
• Communication and interpersonal skills
• Organizational and attention to detail skills
• Problem-solving and multitasking abilities
• Emotional intelligence and adaptability

Benefits

• Competitive compensation: pay range is $19-$29/hour and based on experience
• Flexible work schedules to support your life outside of work
• Generous employee referral program, so our awesome people can bring in more awesome people
• The little (big) things, like comfy scrubs, cool VEG swag, food in the fridge for when you're hungry

Pay

• $19-$29/hour

Schedule

• Nights, weekends, and holidays on a rotating or as needed basis based on hospital needs

DEI

We are dedicated to creating an environment that reflects the diverse communities we serve—where different perspectives are not only welcomed but celebrated. We strive to provide equitable opportunities for growth, promote inclusive decision-making, and ensure that everyone's perspective is considered.