Customer Experience Coordinator — Vet ER (Part-Time, Flexible)

Veterinary Emergency Group The PC; Madison, Northern (WI, KY); Hybrid; USD 25,000 - 39,000; Part time

Benefits offered by this job

Flexible schedules

Travel stipend

Learning and leadership programs

CE travel stipend for part-time staff

Job summary

Veterinary Emergency Group is seeking a part-time Customer Experience Coordinator in Madison, WI. The role focuses on designing and delivering an excellent customer experience before, during, and after visits, with a personable, proactive approach to every interaction.

You will support the veterinary emergency team by managing communications, guiding patients and clients through options, and ensuring a positive experience in a fast-paced environment.

Qualifications

• 2+ years in a customer service role.
• Advanced proficiency in computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communication skills; positive interactions with diverse people.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence and empathy.
• Able to work in a noisy environment with odors.
• Available nights, weekends, holidays on rotating basis.

Responsibilities

• Greet every customer with warmth and urgency (in person, phone, or online).
• Oversee all customer communications and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and say YES to customer needs.
• Listen and resolve concerns promptly; anticipate issues and escalate when needed.
• 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 accurately while protecting personal and financial information.
• Follow up with customers after visits to check on pet care and strengthen relationships.
• Create lasting connections between customers, their pets, and the hospital.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Safe handling in noisy environment

Tools

Practice management software

Job description

Veterinary Emergency Group is seeking a part-time Customer Experience Coordinator in Madison, WI. The role focuses on designing and delivering an excellent customer experience before, during, and after visits, with a personable, proactive approach to every interaction.

You will support the veterinary emergency team by managing communications, guiding patients and clients through options, and ensuring a positive experience in a fast-paced environment.