Veterinary ER Experience Specialist

VEG ER for Pets; Toronto; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

401K match

Comprehensive health benefits

Travel stipend

Job summary

VEG is expanding its veterinary emergency services in Canada, and we are seeking a Customer Experience Coordinator to shape the client and patient journey. You will manage communications across channels, coordinate care with medical staff, and ensure a compassionate, efficient experience before, during, and after visits.

In this role you will engage with clients and patients in a fast-paced hospital setting, handling inquiries, guiding financial options, and safeguarding information.

Qualifications

• Minimum 2+ years in customer service.
• Advanced knowledge of computer programs and practice management software.
• Highly organized with strong attention to detail.
• Excellent communication and interpersonal skills.
• Strong multitasking abilities in a fast-paced environment.
• High emotional intelligence and adaptability in high-stakes settings.
• Willingness to work in a noisy environment and odd hours when needed.

Responsibilities

• Greet customers with warmth and urgency in person, by phone, or online.
• Coordinate all customer communications and route urgent medical calls to a doctor.
• Deliver personalized experiences and proactively address customer needs.
• Listen empathetically, resolve concerns quickly, and anticipate issues.
• Keep nursing team and doctors updated on customer needs for seamless care.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments securely and protect personal information.
• Follow up after visits to check on patient care and strengthen relationships.
• Capture special moments and build lasting connections between clients, pets, and hospitals.

Skills

Customer service

Communication

Multitasking

Attention to detail

Emotional intelligence

Teamwork

Adaptability

Tools

Practice management software

Computer programs

Job description

VEG is expanding its veterinary emergency services in Canada, and we are seeking a Customer Experience Coordinator to shape the client and patient journey. You will manage communications across channels, coordinate care with medical staff, and ensure a compassionate, efficient experience before, during, and after visits.

In this role you will engage with clients and patients in a fast-paced hospital setting, handling inquiries, guiding financial options, and safeguarding information.