Customer Experience Specialist — Flexible ER Care

VEG ER for Pets; Charlotte (NC); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive compensation

Clinical and leadership programs

Unlimited ER CE + travel stipend

Part-time travel stipend (VEGgies)

Flexible work schedules

Employee referral program

Scrubs, VEG swag, and in-fridge snacks

Job summary

VEG is hiring a Customer Experience Coordinator to define and enhance the customer experience before, during, and after visits. The role requires outgoing, personable behavior and a professional presence with each customer.

You’ll have opportunities to grow where you want to go, gaining valuable experience and pursuing rewarding career directions while contributing to an exceptional patient and client experience in a fast-paced ER environment.

Qualifications

• 2+ years in a customer service role.
• Advanced proficiency in computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communication skills; positive interaction with diverse individuals.
• Ability to multitask and stay effective in a fast-paced environment.
• High emotional intelligence; read rooms and respond appropriately.
• Adaptable in high-stakes environments.
• Problem solving mindset and innovative thinking.
• Willing to work in a noisy environment with odors.
• Availability to work nights, weekends, and holidays on rotating schedules.
• Ability to collaborate with diverse teams.

Responsibilities

• Greet every customer in person, on the phone, or online with warmth and urgency.
• Oversee all customer communications (calls, emails, texts) and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable customer experiences and find creative ways to say yes.
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate.
• 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 and strengthen relationships.
• Capture special moments and create lasting connections between customers, pets, and hospital.

Skills

Customer service experience

Practice management software

Organization

Communication skills

Multitasking

Emotional intelligence

Adaptability

Problem solving

Night/weekend/holiday availability

Team collaboration

Job description

VEG is hiring a Customer Experience Coordinator to define and enhance the customer experience before, during, and after visits. The role requires outgoing, personable behavior and a professional presence with each customer.

You’ll have opportunities to grow where you want to go, gaining valuable experience and pursuing rewarding career directions while contributing to an exceptional patient and client experience in a fast-paced ER environment.