Customer Experience Lead — Veterinary ER (Flexible Hours)

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

Benefits offered by this job

Competitive pay

Health benefits start day one

Travel stipend

Student loan repayment

Parental leave

Job summary

The Veterinary Emergency Group is seeking a Customer Experience Coordinator for the Newton, MA hospital. You will shape the patient and client journey by greeting guests, managing communications, and guiding families through care decisions.

In this fast-paced, pet-first environment, you will collaborate with doctors and nursing staff to ensure a seamless experience, handle payments, and follow up after visits.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge in computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communicator able to interact positively with anyone and everyone.
• Capable multitasker, thriving in fast-paced, high-stakes environments.
• Willing to work in a noisy environment with strong or unpleasant odors.
• Availability to work nights, weekends, and holidays on a rotating basis.
• Ability to work with patients and families respectfully.

Responsibilities

• Greet every customer with warmth and urgency, in person, on 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 personal and financial information.
• Follow up with customers after visits to check on their pet’s care.
• Celebrate and capture special moments, creating lasting connections.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Adaptability

Tools

Practice management software

Job description

The Veterinary Emergency Group is seeking a Customer Experience Coordinator for the Newton, MA hospital. You will shape the patient and client journey by greeting guests, managing communications, and guiding families through care decisions.

In this fast-paced, pet-first environment, you will collaborate with doctors and nursing staff to ensure a seamless experience, handle payments, and follow up after visits.