Customer Experience Coordinator - Braintree, MA

The role

You will define the customer experience through service and participation. You will manage customer communications, process payments, and provide guidance on financial and end-of-life decisions.

What you will do

• Greet every customer with warmth and urgency in person, over the phone, or online
• Oversee all customer communications and route urgent medical calls to a doctor
• Deliver personalized experiences and find ways to say yes to customer needs
• Listen with empathy and resolve concerns quickly
• Keep nursing team and doctors updated on customer needs
• Provide confidential, compassionate guidance on financial options and end-of-life decisions
• Process payments accurately
• Follow up with customers after visits
• Celebrate and capture special moments with permission

Required qualifications

• 2+ years of experience in a customer service role
• Advanced knowledge in computer programs and practice management software
• Highly organized, with strong attention to detail
• Strong communicator
• Strong multitasker
• High emotional intelligence
• Adaptable and amenable in high stakes environments
• 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

Benefits

• Competitive compensation
• 401K match
• Comprehensive health and wellness benefits starting on day one
• QPR training
• Access to free therapy or counseling
• Potential equity after one year of full time, active employment
• Clinical and leadership programs
• Unlimited ER CE + travel stipend
• Clinical student loan repayment
• Paid parental leave up to 12 weeks at 100% of regular salary
• Inclusive fertility and family-building care
• Flexible work schedules

About the company

VEG was born in 2014 with a mission to help people and their pets when they need it most. They operate hospitals nationwide that are open 24/7, 365 days a year.