Customer Experience Specialist - Veterinary ER

Veterinary Emergency Group The PC; Leesburg (VA); Hybrid; USD 52,000 - 66,000; Full time

Benefits offered by this job

401K match

Health benefits from day one

Education & travel stipend

Student loan repayment

Paid parental leave

Flexible schedules

Job summary

Veterinary Emergency Group The PC in Leesburg, VA is seeking a Customer Experience Coordinator to shape the client and patient journey across all touchpoints. The role emphasizes compassionate, efficient service before, during, and after visits in a fast-paced ER setting.

You’ll collaborate with a passionate team to deliver personalized experiences, assist with financial options, and maintain high standards of care for pets and families.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge in practice management software.
• Highly organized with strong attention to detail.
• Strong communicator; interacts well with diverse audiences.
• Able to multitask in a fast-paced environment.
• High emotional intelligence and empathy.
• Adaptable in high-stakes environments.
• Willing to work in a noisy environment with odors.
• Availability to work nights, weekends, and holidays.
• Works well with people from all backgrounds.

Responsibilities

• Greet customers warmly across in-person, phone, and online channels.
• Record, relay, and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and help say yes to needs.
• Listen with empathy, resolve concerns quickly, and de-escalate when needed.
• Keep nursing team and doctors updated on customer needs.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting information.
• Follow up after visits to check pet care and strengthen relationships.
• Capture special moments and create lasting connections with clients.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Organizational skills

Adaptability

Noise tolerance

Hours flexibility

Team collaboration

Tools

Practice management software

Computer programs

Job description

Veterinary Emergency Group The PC in Leesburg, VA is seeking a Customer Experience Coordinator to shape the client and patient journey across all touchpoints. The role emphasizes compassionate, efficient service before, during, and after visits in a fast-paced ER setting.

You’ll collaborate with a passionate team to deliver personalized experiences, assist with financial options, and maintain high standards of care for pets and families.