Customer Experience Lead, Veterinary ER — Flexible Schedules

VEG ER for Pets; North Fort Myers (FL); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work schedules

Generous employee referral program

VEG scrubs and swag

Job summary

VEG is seeking a Customer Experience Coordinator in Florida to shape the client and pet care journey across our open-concept veterinary emergency hospitals. You will greet customers, manage communications, and guide families through care options with empathy.

In this fast-paced role, you’ll partner with doctors and nursing staff to ensure seamless service, handle payments securely, and follow up after visits to strengthen ties with clients and their companions.

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.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence and ability to read a room.
• Adaptable in high-stakes environments.
• Problem solving skills and a focus on innovation.
• Must be willing to work in a noisy environment with strong odors.
• Availability to work nights, weekends, and holidays on a rotating basis.
• Work well with diverse backgrounds and personality types.

Responsibilities

• Greet every customer with warmth and urgency, in person or via phone/email.
• Oversee all customer communications (calls, emails, texts); 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 pet care and strengthen relationships.
• Capture special moments and create lasting connections between customers, their pets, and the hospital.

Skills

Customer service

Computer skills

Organizational skills

Communication skills

Multitasking

Emotional intelligence

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator in Florida to shape the client and pet care journey across our open-concept veterinary emergency hospitals. You will greet customers, manage communications, and guide families through care options with empathy.

In this fast-paced role, you’ll partner with doctors and nursing staff to ensure seamless service, handle payments securely, and follow up after visits to strengthen ties with clients and their companions.