Pet Emergency Experience Champion

VEG ER for Pets; Naperville (IL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Flexible work schedules

Learning and leadership programs

Travel stipend

Employee referral program

VEG swag and snacks

Job summary

VEG is seeking a Customer Experience Coordinator in Naperville, IL. The role focuses on shaping the customer experience before, during, and after visits, ensuring compassionate and efficient service in a fast-paced veterinary emergency environment.

You will greet customers, manage calls and communications, guide financial options, and uphold patient care standards. A friendly, proactive, and detail-oriented approach is essential to thrive here.

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 with positive interaction across all audiences.
• Ability to multitask and thrive in a dynamic environment.
• High emotional intelligence and empathy.
• Adaptable in high-stakes environments.
• Strong problem solving mindset and willingness to innovate.
• Willing to work in a noisy environment with strong or unpleasant odors.
• Availability to work nights, weekends, and holidays on a rotating basis.

Responsibilities

• Greet every customer warmly 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 proactively meet customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• Keep nursing staff updated on customer needs for a seamless care experience.
• Provide confidential guidance on financial options and end-of-life decisions when applicable.
• Process payments accurately while protecting personal and financial information.
• Follow up with customers after visits to check on pet care and strengthen relationships.
• Capture memorable moments with customers and pets to build lasting connections.

Skills

Customer service

Practice management software

Highly organized

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Shift flexibility

Job description

VEG is seeking a Customer Experience Coordinator in Naperville, IL. The role focuses on shaping the customer experience before, during, and after visits, ensuring compassionate and efficient service in a fast-paced veterinary emergency environment.

You will greet customers, manage calls and communications, guide financial options, and uphold patient care standards. A friendly, proactive, and detail-oriented approach is essential to thrive here.