Customer Experience Coordinator (Lead) - Las Vegas, NV
Skills
- Strong leadership and coaching ability
- Advanced computer and practice management software proficiency
- Excellent verbal and written communication
- High emotional intelligence and empathy
- Analytical skills to read metrics and make recommendations
- Strong multitasking and time-management
- Professional presence and confidentiality handling
- Payment processing and basic financial reconciliation
Responsibilities
- Lead, train, mentor, and develop the Customer Experience Coordinator (CEC) team
- Collect, analyze, and act on customer experience metrics (phone conversions, NPS, Qualtrics, reviews)
- Manage hospital reputation across channels (Google, Yelp) and encourage feedback
- Create CEC schedules and monitor team performance, providing feedback and coaching
- Answer incoming calls, manage messages (phone, text, email), and route medically related calls to clinicians
- Greet and check in customers with warmth and urgency; monitor wait times and identify bottlenecks
- Process payments, reconcile end-of-day reports, manage open invoices, and apply VEG Cares grants
- Circulate the hospital to optimize customer satisfaction, coordinate with clinical staff, and update teams on customer needs
- Follow up with customers 24 hours post-visit and capture/celebrate positive feedback
- Identify and implement creative ways to elevate the customer and pet experience
Education
- High school diploma or equivalent required
- Associate or Bachelor’s degree in a related field preferred
Benefits
- Industry-leading compensation
- 401(k) with company match
- Health, vision, and dental insurance
- 10 weeks paid parental leave at 100% salary
- Unlimited continuing education (C.E.) opportunities
- Flexible work schedules
- Generous employee pet discount
- Hospital stocked with groceries/snacks, contests, outings, retreats
- Referral rewards program
Average salary estimate
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