Pet Emergency Care Experience Coordinator

VEG ER for Pets; Philadelphia (Philadelphia County); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation with base and

401K match

Health and wellness benefits from day

Equity eligibility after one year (for

Travel stipend for ER CE

Student loan repayment assistance

Paid parental leave

Flexible work schedules

Employee referral program

VEG swag and meals

Job summary

VEG ER for Pets in Philadelphia is seeking a Customer Experience Coordinator to shape the patient and client journey from arrival through post-visit follow-up. You will greet customers, manage communications, and ensure a compassionate, efficient experience in a fast-paced veterinary ER.

The role emphasizes empathy, clear communication, and problem-solving, with nights, weekends, and holidays on a rotating schedule.

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, thriving amid chaos.
• 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 on a rotating basis.

Responsibilities

• Greet every customer with warmth and urgency in person, over the phone, or online.
• Oversee all customer communications 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 seamless care.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting information.
• Follow up with customers after visits to check on pet care and strengthen relationships.
• Capture special moments and create lasting connections between customers, pets, and the hospital.

Skills

Customer service

Communication

Multitasking

Attention to detail

Emotional intelligence

Adaptability

Shift flexibility

Team collaboration

Noise tolerance

Tools

Practice management software

Job description

VEG ER for Pets in Philadelphia is seeking a Customer Experience Coordinator to shape the patient and client journey from arrival through post-visit follow-up. You will greet customers, manage communications, and ensure a compassionate, efficient experience in a fast-paced veterinary ER.

The role emphasizes empathy, clear communication, and problem-solving, with nights, weekends, and holidays on a rotating schedule.