Pet Emergency Experience Specialist

VEG ER for Pets; Atlanta (GA); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Healthcare benefits

401K match

Travel stipend for VEGgies

Paid parental leave

Professional growth & mentorship

Job summary

VEG is hiring a Customer Experience Coordinator in Atlanta to define and enhance the customer journey before, during, and after visits. You will engage with customers with warmth, manage communications, and help guide families through financial options and care decisions.

Ideal candidates have 2+ years in customer service, proficiency with practice management software, and a calm, empathetic approach in a fast-paced veterinary ER environment. Nights, weekends, and holidays required.

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 and adaptability in high-stakes environments.
• Willingness to work in a noisy environment with odors, nights, 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) 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 pet care and strengthen relationships.
• Celebrate and capture special moments, creating lasting connections between customers, pets, and hospital.

Skills

Customer service excellence

Strong communication

Highly organized

Multitasking

Emotional intelligence

Adaptable in high-stakes environments

Tools

Practice management software

Job description

VEG is hiring a Customer Experience Coordinator in Atlanta to define and enhance the customer journey before, during, and after visits. You will engage with customers with warmth, manage communications, and help guide families through financial options and care decisions.

Ideal candidates have 2+ years in customer service, proficiency with practice management software, and a calm, empathetic approach in a fast-paced veterinary ER environment. Nights, weekends, and holidays required.