Customer Experience Coordinator - Newton, MA
Core
Define and perfect the customer experience for patients and pet owners at a veterinary emergency hospital through service, communication, and operational support.
Role type
Customer Experience Coordinator (Veterinary Emergency)
Builds
Customer-facing service interactions, communication workflows, and care coordination for emergency veterinary cases.
Domain
Veterinary Emergency Medicine / Healthcare Services
Deliverable
product features
Required skills
Customer service, communication, multitasking, emotional intelligence, organization, financial guidance, payment processing, follow-up coordination, crisis management
Preferred skills
Empathy, humility, ownership, curiosity, adaptability
Technologies
Practice management software, computer programs
Responsibilities
Greet customers in person, over phone, or online; oversee and route customer communications; resolve concerns and anticipate issues; update medical teams on customer needs; provide guidance on financial options and end-of-life decisions; process payments; follow up with customers post-visit; capture special moments to strengthen relationships.
Seniority
Mid-level, hands-on IC