Emergency Vet Customer Experience Coordinator

Veterinary Emergency Group (VEG); Peabody (MA); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Competitive compensation

Health and wellness benefits

Travel stipend

Paid parental leave

Student loan repayment

Flexible schedules

Referral program

Job summary

Veterinary Emergency Group is seeking a Customer Experience Coordinator to define and own the patient journey—before, during, and after visits—within our fast-paced emergency hospitals. You’ll greet customers, manage calls and messages, and ensure a warm, professional presence that puts patients and their families first.

As a VEGgie, you will deliver personalized experiences, collaborate with nurses and doctors, and guide families through care decisions while maintaining confidentiality and a

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge in computer programs and practice management software.
• Highly organized with strong attention to detail.
• A strong communicator; able to interact positively with anyone and everyone.
• A strong multitasker, able to thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high stakes environments.
• 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.

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 escal…
• 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 experience

Strong communicator

Organizational skills

Attention to detail

Multitasking in fast-paced environment

Emotional intelligence

Adaptability

Tools

Practice management software

Job description

Veterinary Emergency Group is seeking a Customer Experience Coordinator to define and own the patient journey—before, during, and after visits—within our fast-paced emergency hospitals. You’ll greet customers, manage calls and messages, and ensure a warm, professional presence that puts patients and their families first.

As a VEGgie, you will deliver personalized experiences, collaborate with nurses and doctors, and guide families through care decisions while maintaining confidentiality and a