Customer Experience Coordinator - Winter Park, FL
On-site · Winter Park, Florida, United States
Job Summary
Define the customer experience through service, focus, and participation to ensure a compassionate, efficient visit for both patients and their people. Greet customers warmly in person, over the phone, or online; oversee all communications (calls, emails, texts) and route urgent medical calls to a doctor quickly; deliver personalized, memorable experiences and proactively address customer needs. Listen with empathy, resolve concerns promptly, and anticipate issues before they escalate; keep nurses and doctors updated on patient needs; provide confidential guidance on financial options and end-of-life decisions; process payments accurately while protecting sensitive information; follow up after visits to strengthen relationships and capture special moments with permission. The role requires someone who is empathetic, owns their work, seeks growth, and can thrive in a fast-paced, high-stress environment within a veterinary emergency hospital. The position is full-time, with a focus on learning and development opportunities, travel stipends for related programs, and a strong emphasis on patient and customer experience.
Required Qualifications
- Minimum 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 individuals
- Strong multitasker; able to thrive amid chaos
- High emotional intelligence; able to read a room and respond appropriately
- Adaptable and amenable 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 or as-needed basis based on hospital needs
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