Flexible Hours Veterinary ER Customer Experience Coordinator

VEG ER for Pets; Allen (TX); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Competitive compensation

401K match

Health and wellness benefits starting

Learning and mentorship programs

Travel stipend

Student loan repayment

Paid parental leave

Job summary

VEG is seeking a Customer Experience Coordinator to define the patient and client journey across intake, treatment, and follow-up. You will be outgoing and personable, representing the hospital with professionalism in person, on the phone, and online, while guiding families through the care experience.

This role offers growth within veterinary emergency medicine, opportunities for mentorship, and a fast-paced environment where your organizational skills, empathy, and clear communication help

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.
• A strong multitasker, able to thrive amid chaos.
• High emotional intelligence, able to read a room and respond.
• 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.
• Work well in a fast-paced environment with people from all backgrounds and different personality types.

Responsibilities

• Greet every customer with warmth and urgency in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts), route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences, always saying yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before escalation.
• 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

Computer skills

Practice management software

Organizational skills

Communication

Multitasking

Emotional intelligence

Adaptability

Job description

VEG is seeking a Customer Experience Coordinator to define the patient and client journey across intake, treatment, and follow-up. You will be outgoing and personable, representing the hospital with professionalism in person, on the phone, and online, while guiding families through the care experience.

This role offers growth within veterinary emergency medicine, opportunities for mentorship, and a fast-paced environment where your organizational skills, empathy, and clear communication help