Customer Experience Coordinator - Northville, MI

veterinaryemergencygroupst; Northville (MI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

401K match

Health benefits start day one

Travel stipend

Student loan repayment

Parental leave

Flexible schedules

ER CE + travel stipend

Job summary

VEG is seeking a Customer Experience Coordinator to define and enhance the pet-care journey. You will engage customers across in-person, phone, and online channels, ensuring compassionate, efficient service before, during, and after visits.

The role emphasizes empathy, clear communication, and proactive problem solving in a fast-paced ER environment, with opportunities for growth within VEG.

Qualifications

• 2+ years in a customer service role.
• Advanced knowledge in practice management software.
• Able to work in a fast-paced hospital environment.
• Strong communication and multitasking abilities.

Responsibilities

• Greet customers warmly in person, over the phone, or online with urgency.
• Oversee customer communications (calls, emails, texts) and route urgent medical calls to a doctor.
• Deliver personalized experiences and proactively meet customer needs.
• Listen empathetically, resolve concerns quickly, and anticipate issues.
• Keep nursing and doctor teams updated on customer needs for seamless care.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting sensitive information.
• Follow up after visits to check pet care and strengthen relationships.
• Capture special moments and strengthen connections between customers, pets, and hospital.

Skills

Customer service

Strong communicator

Attention to detail

Multitasking

Emotional intelligence

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.

This also means saying yes to creating the greatest experience possible for our VEGgies. Yes to working in an environment where you can find your place and feel valued for the amazing work you do. Yes to having unparalleled opportunities for learning and mentorship so you can grow where you want to go in your career. And yes to making an impact here in ways you never thought possible.

VEG is a 2025 and 2026 certified Great Place to Work.

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 elevate
• 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 accurate 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, 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 outside of work