Member Experience Coordinator

6 months ago

Toronto, Canada Juno Veterinary Full time

Our mission is to build the next generation of animal care for the modern world. By leveraging technology and design, we are reimagining the animal care experience for pets, pet parents, and care providers from the ground up. With the consumer and pet at the heart of everything we do, we seek to rebuild the way veterinary medicine is delivered and disrupt a traditional industry across every customer touchpoint and interaction.

We are looking for a Member Experience Coordinator (MEC) to join our in-Clinic team and be a part of the clinic's Support Team. This position would be most like a 'Host' or 'Veterinary Reception' in other clinic settings. Reporting to the clinic's Practice Manager, this role will be leveraging their skill set to elevate the member experience in the clinic. This role will also work to support the flow of communication across the clinic in addition to managing the member experience from the moment the member arrives in clinic to when they leave the clinic.

In this role, we are looking for someone who is passionate about pets and the people who love them, and someone who is excited about delivering stellar experiences to our members.

**What You'll Do**:

- Be the liaison between the 'front of house' and the medical care team
- Communicate clearly with the Virtual Care team to ensure appointments and follow-up are clear and that all teams are on the same page for member appointments as well as tracking estimates
- Manage quality of member communications and responses across all platforms and work closely with technology
- Translate anecdotal customer feedback into Member Experience opportunities
- Provide an exceptional experience to all members and potential members by being the first point of contact in clinic and ensuring members and their pets are welcomed and ready for their appointment
- Remain open to feedback and be coachable in your relentless pursuit of being better in order to best support the team;
- Identify talent and be a point of contact for MEC recruitment and interviewing through to the onboarding process
- Always representing a 'best in class' standard of care and service
- Support the MEC team with opportunities for ongoing training
- Lead and participate in activities that support the well-being of the in-clinic team to ensure the health and wellness of the team is always top of mind
- Support the Lead MEC with inventory, supplies, snack and product supply ordering
- Contribute to an environment of continuous learning, improvement and excellence

**You Have**:

- 2+ years in customer service and/or member experience as a customer-facing representative
- Prior experience within a veterinary clinic considered an asset
- Strong communication skills both verbal and written
- The ability to contribute to a positive and productive clinic environment

**Our Promise To You**:

- Full benefits package including access to mental health support, continuing education, and mentorship opportunities
- A collaborative team who has your back and will welcome you as part of the pack
- Time for you and your loved ones: including PTO, paid parental leave, discounted Juno Vet services for pets
- An opportunity to make a positive impact for those around you

We're looking for people who are not just team players, but also leaders. If you've made it this far, you're probably looking for something different than what's already out there. So were we — let's meet.

The role of MEC at Juno may require evening and weekend work, as well as working closely with team members who are working with Members who may be experiencing emotional distress and/or frustration, as well as managing challenging members and patients. This position will be based in our clinic with occasional travel required locally for training and cross functional meetings with our Clinic Support Centre team. This position may require lifting and moving of packages of various weights and sizes.- Requests for accommodation due to a disability or any other protected characteristic can be made at any stage of the recruitment process and throughout employment by contacting our People Operations team. If you have feedback on how to make our recruiting process more equitable or accessible, please let us know_

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