Customer Experience Lead — Flexible Hours & Growth

Veterinary Emergency Group (VEG); Maple Grove (MN); On-site; USD 25,000 - 34,000; Full time

Benefits offered by this job

Competitive compensation

Flexible schedules

Employee referral program

VEG swag

Snacks/food in the staff area

Job summary

Veterinary Emergency Group (VEG) in Maple Grove, MN is seeking a Customer Experience Coordinator dedicated to shaping the pet care journey. You will greet, assist, and connect with clients across in-person, phone, and digital channels, ensuring every interaction feels warm, urgent, and tailored to each pet and owner.

You will coordinate communications, guide families through options, and support the medical team with clear, compassionate information throughout visits and follow-ups.

Qualifications

• 2+ years of experience in a customer service role.
• Excellent written and verbal communication skills.
• Ability to multitask and stay organized in a fast-paced environment.

Responsibilities

• 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 escape.
• 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.

Skills

Customer service

Communication

Multitasking

Empathy

Tools

Practice management software

CRM software

Job description

Veterinary Emergency Group (VEG) in Maple Grove, MN is seeking a Customer Experience Coordinator dedicated to shaping the pet care journey. You will greet, assist, and connect with clients across in-person, phone, and digital channels, ensuring every interaction feels warm, urgent, and tailored to each pet and owner.

You will coordinate communications, guide families through options, and support the medical team with clear, compassionate information throughout visits and follow-ups.