Customer Experience Lead — Veterinary ER (Flexible Hours)

Veterinary Emergency Group (VEG); Chantilly (VA); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work schedules

Referral program

VEG swag and meals

Job summary

Veterinary Emergency Group seeks a Customer Experience Coordinator to shape the client journey before, during, and after visits. You’ll be outgoing, professional, and dedicated to saying YES to pet owners and their pets, growing in a fast-paced VEG hospital setting.

You will engage with clients across channels, coordinate with physicians and nursing staff, and help ensure a compassionate, efficient experience for every patient and family.

Qualifications

• 2+ years in a customer service role required.
• Advanced proficiency in computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communication skills with all customers and teammates.
• Ability to multitask and thrive in fast-paced environments.
• High emotional intelligence to read a room and adapt.
• Adaptable in high-stakes environments.
• Problem solving with a focus on innovation.
• Must tolerate noisy environment and strong odors.

Responsibilities

• Greet customers warmly in person, by phone, or online with urgency.
• Record details and route urgent medical calls to a doctor.
• Deliver personalized, memorable customer experiences.
• Listen empathetically and resolve concerns quickly.
• Keep nursing team and doctors updated on patient needs.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting data.
• Follow up after visits to check on pet care and satisfaction.
• Capture special moments to build lasting relationships.

Skills

Customer service experience

Computer proficiency

Highly organized

Strong communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Noise/odor tolerance

Flexible schedule

Tools

Practice management software

Job description

Veterinary Emergency Group seeks a Customer Experience Coordinator to shape the client journey before, during, and after visits. You’ll be outgoing, professional, and dedicated to saying YES to pet owners and their pets, growing in a fast-paced VEG hospital setting.

You will engage with clients across channels, coordinate with physicians and nursing staff, and help ensure a compassionate, efficient experience for every patient and family.