Customer Experience Lead - Veterinary ER

Veterinary Emergency Group (VEG); North Pearsall (TX); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health benefits and 401K match

Travel stipend for ER CE + travel

Paid parental leave

Flexible work schedules

Employee referral program

VEG swag and amenities

Job summary

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to shape the patient and client journey at our Texas hospitals. You will greet customers, manage communications, and ensure a compassionate, efficient experience before, during, and after visits.

You will collaborate with vets and nurses, resolve concerns with empathy, and guide families through options at difficult times, while thriving in a fast-paced, high-energy ER environment.

Qualifications

• 2+ years in a customer service role.
• Advanced knowledge in computer programs and practice management software.
• Highly organized with strong attention to detail.
• A strong communicator; able to interact positively with anyone and everyone.
• A strong multitasker, able to thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high stakes environments.
• 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 depending 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 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.
• 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

Attention to detail

Teamwork

Conflict resolution

People skills

Tools

Practice management software

Job description

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to shape the patient and client journey at our Texas hospitals. You will greet customers, manage communications, and ensure a compassionate, efficient experience before, during, and after visits.

You will collaborate with vets and nurses, resolve concerns with empathy, and guide families through options at difficult times, while thriving in a fast-paced, high-energy ER environment.