Customer Experience Lead — Veterinary ER

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

Benefits offered by this job

Flexible schedules

Employee referral program

VEG swag

Food in fridge

Job summary

VEG is expanding its veterinary emergency team and seeks a Customer Experience Coordinator who defines and enhances the client journey before, during, and after visits. You will engage warmly across in-person, phone, and online channels while guiding customers through clinical pathways and financial options.

Your role supports specialists and nurses to ensure remarkable patient care and customer satisfaction.

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; 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.

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 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

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Ownership

Curiosity

Tools

Practice management software

Job description

VEG is expanding its veterinary emergency team and seeks a Customer Experience Coordinator who defines and enhances the client journey before, during, and after visits. You will engage warmly across in-person, phone, and online channels while guiding customers through clinical pathways and financial options.

Your role supports specialists and nurses to ensure remarkable patient care and customer satisfaction.