Member Experience Coordinator

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. Through our membership model, we deliver exceptional care, 24/7 telemedicine, transparent pricing, and modern hospitality in thoughtfully designed, stress-free spaces. This role will play an important part in shaping the next chapter of our combined organization and advancing our shared mission to transform veterinary care. At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. Our Member Experience team has the opportunity to work hand-in-hand with our medical team and have direct interactions with our members and their furry friends.

Responsibilities

Oversee the scheduling system and wait time for all members; Manage calls, emails, and additional communications; Source of knowledge for our members by answering questions, sharing information etc; Deliver all billing communications during visits; Seek out feedback and communicate to proper channels; Maintain a clean, welcoming, and on-brand environment in our practice; Bring hospitality and service to the forefront of our business; Find solutions for our members; Work with members to ensure smooth experiences; Monitor and manage the practice by anticipating needs and serving our members

Requirements

2+ years working in a hospitality-focused role; Self-motivated, team player, excellent communicator, attention to detail, and customer service oriented; Ability to connect with others exudes empathy and compassion; Must be able to work flexible/non-traditional hours including weekends; Ability to lift up to 25lbs on occasion; Availability to work 40 hours a week including one weekend day; Passion and a love for animals; Proficient in computer skills

Nice to have

Veterinary medicine experience; Familiarity with Slack

Benefits

Competitive salary; Health insurance; Dental insurance; Vision insurance; 401K with 4% company match; Upward mobility and growth opportunities; Generous paid-time off; Parental leave; Company-wide holidays; Commuter benefits; Monthly Health & Wellness stipend; Discounted veterinary care; Opportunity to make a real impact; Collaborative group of people who live our core values