Customer Experience Lead - Veterinary ER | Flexible Hours

VEG ER for Pets; Leesburg (VA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work schedules

Employee referral program

VEG swag

Job summary

VEG is seeking a Customer Experience Coordinator in Leesburg, VA to define the customer journey from start to finish. You will be outgoing, personable, and professional, ensuring a positive experience for pets and their owners as you support the hospital team.

In this role you will grow within a busy veterinary emergency setting, benefiting from mentorship and opportunities to shape the patient and client experience across VEG's network.

Qualifications

• 2+ years of customer service experience.
• Proficiency with computer programs and practice management software.
• Highly organized with strong attention to detail.
• Excellent communication and interpersonal skills.
• Ability to multitask in a fast-paced environment.
• High emotional intelligence and adaptability in high-stakes settings.
• Willing to work in noisy environments with odors.
• Availability to work nights, weekends, and holidays.
• Works well with diverse teams.

Responsibilities

• Greet every customer with warmth and urgency, in person, over the phone, or online.
• Oversee all customer communications and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and say YES to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• Keep nursing team and doctors updated on customer needs for a seamless care experience.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting information.
• Follow up with customers after visits to check on their pet's care.
• Capture special moments and strengthen connections between customers, their pets, and the hospital.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Organizational skills

Tools

Practice management software

CRM software

Job description

VEG is seeking a Customer Experience Coordinator in Leesburg, VA to define the customer journey from start to finish. You will be outgoing, personable, and professional, ensuring a positive experience for pets and their owners as you support the hospital team.

In this role you will grow within a busy veterinary emergency setting, benefiting from mentorship and opportunities to shape the patient and client experience across VEG's network.