Flexible Hours Vet ER Customer Experience Lead

VEG ER for Pets; Alexandria (VA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive compensation

Flexible schedules

Employee referral program

VEG swag and snacks

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator to shape the customer journey before, during, and after visits. You will engage warmly with every contact, record details accurately, and coordinate with doctors for timely care.

You’ll help create memorable experiences and support patients and their families with empathy. In this role, you’ll grow within a fast-paced veterinary emergency team, with opportunities for mentorship and advancement, including nights, weekends, and holidays

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; read a room and plan accordingly.
• Adaptable in high stakes environments.

Responsibilities

• Greet every customer with warmth and urgency, in person, on the phone, or online.
• Oversee all customer communications (calls, emails, texts) and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• 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.
• Capture lasting connections between customers, their pets, and the hospital.

Skills

Customer service experience

Advanced computer skills

Organizational skills

Strong communication

Multitasking in fast-paced environment

Emotional intelligence

Adaptability in high-stakes env

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator to shape the customer journey before, during, and after visits. You will engage warmly with every contact, record details accurately, and coordinate with doctors for timely care.

You’ll help create memorable experiences and support patients and their families with empathy. In this role, you’ll grow within a fast-paced veterinary emergency team, with opportunities for mentorship and advancement, including nights, weekends, and holidays