Customer Experience Coordinator - Millburn, NJ
$37,440–$45,760 year
On-site · Millburn, New Jersey, United States
Job Summary
Define the customer’s experience through service, focus, and participation—greeting customers warmly in person, over the phone, or online; overseeing all customer communications and routing urgent medical calls to a doctor; delivering personalized, memorable experiences by saying yes to customer needs; listening with empathy, resolving concerns quickly, and anticipating issues; keeping nurses and doctors updated on patient needs; providing confidential guidance on financial options and end-of-life decisions; processing payments accurately while protecting information; following up after visits to strengthen relationships; celebrating and capturing special moments to create lasting connections between customers, their pets, and the hospital. This role emphasizes customer-experience ownership, empathetic communication, cross-functional collaboration with clinical teams, and ongoing growth within a fast-paced veterinary emergency environment.
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 able to interact positively with diverse audiences
- Strong multitasker able to thrive in a fast-paced environment
- High emotional intelligence and ability to read a room and plan accordingly
- Adaptable and able to work in high-stakes environments
- Willingness to work in a noisy environment with strong or unpleasant odors
- Availability to work nights, weekends, and holidays on a rotating basis or as needed by hospital demands
- Ability to protect personal and financial information while processing payments
- Customer-focused mindset and desire to deliver personalized, memorable experiences
- Curiosity and desire to learn and grow within veterinary emergency operations
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