Customer Experience Specialist - Veterinary Emergency

Socket.dev; Santa Monica (CA); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

Competitive pay

Flexible schedules

Referral program

VEG swag & scrubs

Job summary

VEG is seeking a Customer Experience Coordinator to define the customer journey across in-person, phone, and online interactions. You will ensure a high-quality experience before, during, and after visits, building trust and loyalty with clients and their pets.

You will support a fast-paced team, manage communications, and help guide customers through financial considerations, aiming to deliver compassionate, practical care in every engagement.

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 with the ability to read a room 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 odors.
• Availability to work nights, weekends, and holidays on a rotating schedule.

Responsibilities

• Greet every customer with warmth and urgency, in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts), record details, and route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences, looking for ways to say yes to customers.
• 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, 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, creating lasting connections between customers, their pets, and the hospital.

Skills

Customer service

Communication skills

Multitasking

Emotional intelligence

Adaptability

Problem solving

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to define the customer journey across in-person, phone, and online interactions. You will ensure a high-quality experience before, during, and after visits, building trust and loyalty with clients and their pets.

You will support a fast-paced team, manage communications, and help guide customers through financial considerations, aiming to deliver compassionate, practical care in every engagement.