Customer Experience Coordinator (Per Diem) - Northern Liberties, PA

Veterinary Emergency Group (VEG); Philadelphia (Philadelphia County); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work schedules

Generous employee referral program

VEG swag and fridge snacks

Job summary

VEG is seeking a Customer Experience Coordinator to shape the customer journey through service, focus, and participation—ensuring a positive experience before, during, and after every visit. You’ll be outgoing and personable, say yes to pet owners, and grow your career with VEG through mentorship and learning in a fast-paced environment.

Join VEG’s team to help provide compassionate guidance while managing communications, payments, and follow-ups that strengthen the bond between clients, their

Qualifications

• Minimum 2+ years in a customer service role.
• Proficient with practice management software.
• Highly organized with strong attention to detail.
• Excellent communication and interpersonal skills.
• Able to multitask and perform in high-stress environments.
• Empathetic with high emotional intelligence.
• Willing to work nights, weekends and holidays.
• Able to work in a noisy environment with odors.

Responsibilities

• Greet customers in person, by phone, or online with warmth.
• Manage customer communications, record details, route urgent calls.
• Deliver personalized experiences and say yes to needs.
• Listen, resolve concerns, anticipate issues.
• Keep nursing team updated on customer needs.
• Provide guidance on financial options and end-of-life decisions.
• Process payments and protect sensitive information.
• Follow up after visits to ensure pet care satisfaction.
• Document and strengthen connections between customers, pets, and hospital.

Skills

Customer service experience

Computer proficiency

Organizational skills

Strong communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Noisy environment tolerance

Night/weekend shifts willingness

Diversity & teamwork

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 pets and customers 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 proficiency in computer programs and practice management software
• Highly organized, with strong attention to detail
• Strong communication skills; able to interact positively with anyone and everyone
• The ability to multitask and thrive amid chaos
• High emotional intelligence, able to read a room and plan and act accordingly
• Adaptable and amenable in high stakes environments
• Problem solving skills and a focus on innovation
• 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
• 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, 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.