Customer Experience Coordinator (Relief) - Santa Monica, CA

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

Benefits offered by this job

Competitive pay: $19–$29/hr

Flexible schedules

Referral program

Scrubs provided

VEG swag

Fridge with snacks

Job summary

VEG ER for Pets in Santa Monica is seeking a Customer Experience Coordinator to define the customer journey across in-person, phone, and online channels.

As a valued team member, you will greet customers warmly, route urgent medical calls, and deliver memorable, compassionate service to pets and their families. This role offers flexible shifts, opportunities to grow with a fast-paced veterinary emergency team, and meaningful chances to impact patient care and client relationships.

Qualifications

• 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 with diverse audiences.
• Ability to multitask and thrive in a fast-paced environment.
• High emotional intelligence and adaptability in high-stakes settings.
• Willingness to work in a noisy environment with odors.
• Availability to work nights, weekends, and holidays on rotating shifts.

Responsibilities

• Greet every customer with warmth and urgency in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts) and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and proactively address customer needs.
• Listen with empathy, resolve concerns promptly, and anticipate issues.
• Keep nursing team and doctors updated on customer needs for a smooth care experience.
• 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 and reinforce relationships.
• Capture special moments (with consent) to strengthen connections between clients, their pets, and the hospital.

Skills

Customer service

Software proficiency

Organization

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

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!

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: Pay range is $19-$29 per hour and based on experience
• 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.