Customer Experience Coordinator - Veterinary Emergency

Veterinary Emergency Group The PC; Cary, Northern (NC, KY); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive compensation

401K match

Health and wellness benefits

Travel stipend

Student loan repayment

Parental leave

Flexible work schedules

Employee referral program

VEG gear and scrubs

Job summary

Veterinary Emergency Group is seeking a Customer Experience Coordinator in Cary, NC to define and enhance the customer journey before, during, and after visits. You will engage with clients warmly, manage calls, emails, and texts, and collaborate with clinicians to ensure outstanding experiences for both pets and their families.

The role emphasizes empathy, multitasking, and a customer-centric approach, with opportunities for growth, travel stipends, and a supportive team environment within a

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.
• Strong communication skills and the ability to interact positively with anyone.
• Excellent multitasking in a fast-paced, high-stakes environment.
• High emotional intelligence and empathy when assisting customers and patients.
• Willingness to work nights, weekends, and holidays on a rotating basis.
• Comfortable in a noisy environment with strong odors.

Responsibilities

• Greet customers with warmth and urgency in person, by phone, or online.
• Oversee all customer communications (calls, emails, texts) and route urgent medical calls to a doctor quickly.
• Provide personalized, memorable experiences and creative ways to say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before escalation.
• 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.
• Capture special moments and create lasting connections between customers, their pets, and the hospital.

Skills

Customer service

Highly organized

Strong communicator

Multitasking

Emotional intelligence

Adaptable in fast-paced environments

Noisy environment tolerance

Evening/weekend availability

Tools

Practice management software

Job description

Veterinary Emergency Group is seeking a Customer Experience Coordinator in Cary, NC to define and enhance the customer journey before, during, and after visits. You will engage with clients warmly, manage calls, emails, and texts, and collaborate with clinicians to ensure outstanding experiences for both pets and their families.

The role emphasizes empathy, multitasking, and a customer-centric approach, with opportunities for growth, travel stipends, and a supportive team environment within a