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Customer Experience Coordinator (Part-Time) - Cincinnati, OH
$65k-86k (estimate)
Part Time 2 Months Ago
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Veterinary Emergency Group is Hiring a Customer Experience Coordinator (Part-Time) - Cincinnati, OH Near Cincinnati, OH

WHO WE ARE

Veterinary Emergency Group (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 
  • 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 
  • 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
  • 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.
  • 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!

Job Summary

JOB TYPE

Part Time

SALARY

$65k-86k (estimate)

POST DATE

02/26/2024

EXPIRATION DATE

05/22/2024

WEBSITE

veterinaryemergencygroup.com

HEADQUARTERS

BROOKLYN, NY

SIZE

25 - 50

FOUNDED

2014

TYPE

Private

CEO

INBAL LAVOTSHKIN

REVENUE

$10M - $50M

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The following is the career advancement route for Customer Experience Coordinator (Part-Time) - Cincinnati, OH positions, which can be used as a reference in future career path planning. As a Customer Experience Coordinator (Part-Time) - Cincinnati, OH, it can be promoted into senior positions as a Customer Experience Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Experience Coordinator (Part-Time) - Cincinnati, OH. You can explore the career advancement for a Customer Experience Coordinator (Part-Time) - Cincinnati, OH below and select your interested title to get hiring information.

If you are interested in becoming a Customer Experience Coordinator, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Experience Coordinator for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Experience Coordinator job description and responsibilities

They highlight friction points that need to be addressed or present results of customer feedback.

03/24/2022: New Orleans, LA

A customer service coordinator manages a team of customer service employees and ensures that the team complies with the policies and procedures of the organization.

02/27/2022: Tucson, AZ

The job of a customer experience manager requires aligning various organizational teams with the wants and needs of the customer.

02/06/2022: Moline, IL

The customer success manager refers to a leadership position overseeing teams or may only refer to direct client relations.

01/05/2022: Mesa, AZ

Greeting customers and visitors to the office, ensuring guests are comfortable and are connected with the right office personnel.

01/07/2022: Knoxville, TN

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Experience Coordinator jobs

Ability to understand and analyze data, helps them track trends and customer actions.

02/01/2022: Passaic, NJ

Customer service specialists are employees who are responsible for providing the best customer experience to customers, usually for after-sales transactions.

03/24/2022: Lebanon, PA

A customer relations specialist must have excellent communication and organizational skills to ensure customer satisfaction and maintain healthy business relationships with the customers.

02/28/2022: Corpus Christi, TX

Demonstrated knowledge of customer expectations and requirements.

01/30/2022: Columbus, MS

Direct the Customer Experience team on areas of customer engagement to deliver exceptional customer service and build brand loyalty.

02/15/2022: Chicago, IL

Step 3: View the best colleges and universities for Customer Experience Coordinator.

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