Customer Experience Lead: Veterinary ER (Flexible Hours)

Veterinary Emergency Group The PC; Braintree (MA); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

Competitive compensation

401(k) match

Health benefits from day one

Travel stipend

Job summary

Veterinary Emergency Group in Braintree, MA is seeking a Customer Experience Coordinator to define the patient and pet owner experience through service, focus, and participation. You will be outgoing, professional, and ready to say yes to customer needs.

This full-time role offers growth through learning and mentorship, with competitive pay ($19-29/hr), day-one benefits, 401k match, and travel/education stipends. Join VEG's mission to provide exceptional emergency care.

Qualifications

• Minimum 2 years of experience in customer service
• Proficient with computer programs and practice management software
• Highly organized with strong attention to detail
• Excellent communication and interpersonal skills
• Ability to multitask and work in a fast-paced environment
• High emotional intelligence and adaptability in high-stakes settings
• Comfortable in a noisy environment with odors
• Availability to work nights, weekends, and holidays as needed

Responsibilities

• Greet customers in person, by phone, or online with warmth and urgency
• Manage customer communications (calls, emails, texts) and route urgent medical calls
• Deliver personalized experiences and say yes to customer needs
• Maintain empathy, resolve concerns quickly, and anticipate issues
• Keep nursing team and doctors informed about patient needs
• Provide confidential guidance on financial options and end-of-life decisions
• Process payments accurately while protecting information
• Follow up after visits to check on pet care and strengthen relationships
• Capture special moments with permission to build connections

Skills

Customer service

Computer programs

Practice management

Communication

Multitasking

Emotional intelligence

Adaptability

Tools

Practice management software

Job description

Veterinary Emergency Group in Braintree, MA is seeking a Customer Experience Coordinator to define the patient and pet owner experience through service, focus, and participation. You will be outgoing, professional, and ready to say yes to customer needs.

This full-time role offers growth through learning and mentorship, with competitive pay ($19-29/hr), day-one benefits, 401k match, and travel/education stipends. Join VEG's mission to provide exceptional emergency care.