Customer Experience Coordinator (Relief) - Etobicoke, Ontario

veterinaryemergencygroupst; Toronto; On-site; CAD 28,000 - 39,000; Full time

Benefits offered by this job

Health and wellness benefits

Equity eligibility after 1 year

Travel stipend for ER CE

Student loan repayment

Paid parental leave

Flexible work schedules

Job summary

VEG (Veterinary Emergency Group) is a nationwide 24/7 veterinary emergency network. The Customer Experience Coordinator helps define the customer experience before, during, and after visits, ensuring compassionate, efficient service across channels.

You will greet customers, manage communications, assist with financial options and end-of-life decisions, and maintain a high standard of care while supporting the nursing and medical teams.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge in practice management software.
• Highly organized with strong attention to detail.
• Excellent communication and empathy with customers.

Responsibilities

• Greet customers with warmth and urgency in person, over the phone, or online
• Manage all customer communications and route urgent medical calls to a doctor quickly
• Deliver personalized, memorable experiences and say yes to customer needs
• Provide confidential guidance on financial options and end-of-life decisions
• Process payments accurately while protecting information
• Follow up with customers after visits to check care and strengthen relationships

Skills

Customer service

Multitasking

Communication

Organization

Emotional intelligence

Adaptability

Time management

Noisy environment tolerance

Night/weekend availability

Tools

Practice management software

Job description

ABOUT VEG

In 2014, VEG was born with a mission to help people and their pets when they need it most. This meant challenging the status quo and fixing everything that was wrong with the ER experience. Since then, we've expanded rapidly, with hospitals nationwide open 24/7, 365 days a year, and created a better emergency experience-not only for people and their pets, but also for everyone who works here-our VEGgies!

At VEG we find a way to say yes to the career you want in veterinary emergency medicine. This means transforming how ER works, from our open-concept hospitals, where you can handle emergency cases of every kind (even exotics!) to our immersive, customer-focused experience, which helps us give people and their pets the care they deserve.

THE JOB

As a Customer Experience Coordinator, your job is to define the customer's experience through service, focus, and participation-so, you are passionate about perfecting the experience before, during, and after their time at VEG. Outgoing and personable, with each customer, you conduct yourself professionally in both demeanor and presence. You find ways to say yes and put patient and customer experience above all else. In this role, you'll have the opportunity to grow where you want to go, building valuable experience and paving the way for your career to take unexpected and rewarding directions.

WHAT YOU'LL DO

• Greet every customer with warmth and urgency, whether in person, over the phone, or online
• Oversee all customer communications (calls, emails, texts), record details accurately, and route urgent medical calls to a doctor quickly
• Deliver personalized, memorable experiences-always looking for creative ways to say "yes" to customer needs
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalatest
• Keep nursing team and doctors updated on customer needs for a seamless care experience.
• Provide confidential, compassionate guidance on financial options and end-of-life decisions
• Process payments accurately while protecting personal and financial information
• Follow up with customers after visits to check on their pet's care and strengthen relationships
• Celebrate and capture special moments (with permission), creating lasting connections between customers, their pets, and the hospital

WHAT YOU NEED

• 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
• A strong communicator; able to interact positively with anyone and everyone
• A strong multitasker, able to thrive amid chaos
• High emotional intelligence, able to read a room and plan and act accordingly
• Adaptable and amenable in high stakes environments
• Must be willing 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
• Work well in a fast-paced environment with people from all backgrounds and different personality types

WHO YOU ARE

• Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives
• Have a sense of humility; acknowledging mistakes, sharing credit with others, and lifting up your team's' accomplishments
• Feel a strong sense of ownership over your work, taking responsibility for outcomes and staying committed to achieving long-term, impactful results
• Curious by nature; you ask insightful questions and continuously seek out opportunities to learn and grow your skills and knowledge

HOW WE INVEST IN YOU

• Competitive compensation (CA$20/hr-$28/hr), including base and 401K match
• Comprehensive health and wellness benefits that start on day one, including QPR training and access to free therapy or counseling
• Based on your role, you may be eligible for equity after one year of full time, active employment with VEG, so you can share in our growth and success
• A BIG focus on learning and growth, from VEG-created clinical and leadership programs to unlimited ER CE + travel stipend (no really!). Full-time credentialed VEGgies receive a $2,500/year travel stipend. Full-time uncredentialed VEGgies receive a $1,000/year travel stipend.
• Clinical student loan repayment so you don't need to worry about your student debt
• Paid parental leave, up to 12 weeks at 100% of regular salary and inclusive fertility and family-building care for all types of families
• Flexible work schedules to support your life outs