Customer Experience Coordinator - Leesburg, VA
On-siteLeesburg, Virginia, United States
Job Summary
Greet every customer with warmth and urgency across in-person, phone, and online channels. Oversee all customer communications by recording details accurately and routing urgent medical calls to a doctor quickly. Deliver personalized experiences while listening with empathy to resolve concerns and anticipate issues before escalation. Keep nursing teams and doctors updated on customer needs, provide confidential guidance on financial options and end-of-life decisions, and process payments accurately. Follow up with customers post-visit to check on pet care and strengthen relationships, capturing special moments to create lasting connections. Work nights, weekends, and holidays on a rotating basis in a fast-paced, noisy environment with strong odors.
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
- A strong communicator; able to interact positively with anyone and everyone
- A strong multitasker, able to thrive amid chaos
- High emotional intelligence, able to read a room and plan and act accordingly
- 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 based on hospital needs
- Work well in a fast-paced environment with people from all backgrounds and different personality types
Desired Qualifications
- Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives
- Have 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
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