Lead Customer Experience Coordinator - Warwick, RI

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!