Customer Experience Pro — Flexible Hours & ER CE Stipend

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

Benefits offered by this job

Learning & leadership programs

Travel stipend

Flexible schedules

Employee referral program

VEG swag and meals

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator to shape the pet owner journey across our twenty-four seven ER network. You will greet customers warmly, manage calls, emails, and texts, and route urgent medical inquiries to a doctor quickly while ensuring a seamless experience.

You’ll collaborate with nurses and doctors, offer compassionate guidance on financial options, follow up after visits, and build lasting relationships with pet owners.

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 elevate.
• Keep nursing team 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

Software proficiency

Organized

Communication

Multitasking

Emotional intelligence

Adaptable

Problem solving

Team player

Tools

Practice management software

Computer programs

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator to shape the pet owner journey across our twenty-four seven ER network. You will greet customers warmly, manage calls, emails, and texts, and route urgent medical inquiries to a doctor quickly while ensuring a seamless experience.

You’ll collaborate with nurses and doctors, offer compassionate guidance on financial options, follow up after visits, and build lasting relationships with pet owners.