Pet Emergency Care Experience Coordinator

veterinaryemergencygroupst; Town of Brookfield (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

VEG is seeking a Customer Experience Coordinator to define and enhance the client journey before, during, and after visits. You will be outgoing, professional, and dedicated to making every encounter exceptional for both pets and their families.

In this role, you will build memorable experiences, coordinate with doctors and nursing staff, and help families navigate care decisions while maintaining the highest level of service in a fast-paced veterinary ER environment.

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 customers and teams.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence to read a room and respond appropriately.
• Adaptable and resilient in high-stakes environments.
• Problem solving and a focus on innovation.
• Must be willing to work in a noisy environment with strong odors and at night, weekends, and holidays.

Responsibilities

• Greet every customer with warmth and urgency, in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts), record details accurately, route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences while finding creative ways to say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate.
• 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

Communication

Empathy

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to define and enhance the client journey before, during, and after visits. You will be outgoing, professional, and dedicated to making every encounter exceptional for both pets and their families.

In this role, you will build memorable experiences, coordinate with doctors and nursing staff, and help families navigate care decisions while maintaining the highest level of service in a fast-paced veterinary ER environment.