Customer Experience Coordinator - Oceanside, CA

VEG ER for Pets; Oceanside (CA); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

Competitive pay

Health benefits from day one

401K match

Travel stipend for ER CE

Paid parental leave

Flexible schedules

Equity opportunities after 1 year

ER swag & team perks

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator to define the patient and client journey. The role is centered on delivering warm, efficient service before, during, and after visits, with opportunities to grow within the VEG ER network.

You will manage communications, assist with financial discussions, and ensure a compassionate, high-quality experience for every family and their pet in a fast-paced ER setting.

Qualifications

• 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.
• Excellent communication; able to interact positively with diverse people.
• Strong multitasking ability in fast-paced environments.
• High emotional intelligence to read a room and respond appropriately.
• Adaptable in high-stakes environments.
• Willing to work in a noisy environment with strong odors.
• Availability to work nights, weekends, and holidays on a rotating or as-needed basis.

Responsibilities

• Greet customers in person, over the phone, or online with warmth and urgency.
• Oversee all customer communications and route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and find ways to say yes to customer needs.
• Listen empathetically, resolve concerns quickly, and anticipate issues.
• Keep nursing team and doctors informed about customer needs for seamless care.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting personal information.
• Follow up with customers after visits to check on their pet's care.
• Capture special moments and strengthen connections with customers and their pets.

Skills

Customer service experience

Strong communication

Multitasking

Attention to detail

Emotional intelligence

Adaptability in high-stakes env.

Night/weekend/holiday availability

People skills in diverse settings

Proficiency with practice management软件

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!

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 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: pay range is $19-$29 and based on experience, 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
• Generous employee referral program, so our awesome people can bring in more awesome people
• And the little (big) things, like comfy scrubs, cool VEG swag, and food in the fridge for when you're hungry

DEI

At VEG, diversity is not just a word—it's a strength that fuels innovation and kindness. Our mission is "Helping people and their pets when they need it most." And we do that better when our VEGgies (employees) feel valued, respected, and empowered to bring their authentic selves to work. That's why we're devoted to creating an environment that reflects the diverse communities we serve—where different perspectives are not only welcomed but celebrated.

We are focused on providing equitable opportunities for growth, promoting inclusive decision-making, and ensuring that everyone's perspective is considered. Saying yes to VEG means helping us build a culture where your unique experiences and background contribute to a shared vision: being the world's veterinary emergency company.