Equity-Eligible Customer Experience Lead — Vet ER

VEG ER for Pets; Braintree (MA); On-site; USD 54,443,000 - 83,097,000; Full time

Benefits offered by this job

Competitive pay $19-29/hr

401K match

Health benefits included

QPR training and free therapy

Travel stipend

Student loan repayment assistance

Parental leave

Flexible schedules

Referral program

VEG swag and office perks

Job summary

VEG ER for Pets in Massachusetts is seeking a Customer Experience Coordinator to shape the patient and client journey from arrival to discharge. You will greet clients, route calls to the doctor, manage communications, and ensure a warm, efficient experience in a fast-paced ER setting.

We value empathy, reliability, and teamwork. You’ll collaborate with nurses and doctors, handle financial discussions, and follow up with clients to strengthen relationships with VEG ER for Pets.

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.
• Strong communicator able to interact positively with customers and teammates.
• Ability to multitask in a fast-paced environment with emotional intelligence.

Responsibilities

• Greet every customer with warmth in person, over the phone, or online.
• Oversee all customer communications; route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and say yes to customer needs.
• Listen with empathy, resolve concerns, and anticipate issues.
• Keep nursing team and doctors updated for a seamless care experience.
• Provide confidential 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 pet care and strengthen relationships.
• Celebrate and capture special moments, creating lasting connections.

Skills

Customer service experience

Proficiency with practice management /

Tools

Practice management software

Job description

VEG ER for Pets in Massachusetts is seeking a Customer Experience Coordinator to shape the patient and client journey from arrival to discharge. You will greet clients, route calls to the doctor, manage communications, and ensure a warm, efficient experience in a fast-paced ER setting.

We value empathy, reliability, and teamwork. You’ll collaborate with nurses and doctors, handle financial discussions, and follow up with clients to strengthen relationships with VEG ER for Pets.