Customer Experience Lead - Veterinary ER (Flexible Hours)

Veterinary Emergency Group (VEG); Redmond (WA); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

401K match

CE programs and travel stipend

Flexible schedules

Employee referral program

VEG swag and scrubs

Job summary

Veterinary Emergency Group (VEG) is hiring a Customer Experience Coordinator in the United States. You’ll shape the customer journey across in-person, phone, and online interactions, ensuring compassionate, efficient support throughout the pet emergency care experience.

Join a fast-paced VEG hospital in Redmond, WA where you’ll grow professionally through mentorship and ongoing learning programs, while delivering memorable, personalized care to pets and their families.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced proficiency in computer programs and practice management software.
• Highly organized, with strong attention to detail.
• Strong communication skills; able to interact positively with anyone and everyone.
• The ability to multitask and thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high stakes environments.
• Problem solving skills and a focus on innovation.
• 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 based 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 escalate.
• Keep technicians 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

Proficiency in practice management软件

Organizational skills

Communication skills

Multitasking

Emotional intelligence

Adaptability

Problem solving

Ability to work nights weekends &

Job description

Veterinary Emergency Group (VEG) is hiring a Customer Experience Coordinator in the United States. You’ll shape the customer journey across in-person, phone, and online interactions, ensuring compassionate, efficient support throughout the pet emergency care experience.

Join a fast-paced VEG hospital in Redmond, WA where you’ll grow professionally through mentorship and ongoing learning programs, while delivering memorable, personalized care to pets and their families.