Pet ER Customer Experience Champion

VEG ER for Pets; Larkspur (CA); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Health benefits

401K match

Travel stipend

Paid parental leave

Flexible schedules

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator to shape the pet care journey. You will greet customers, manage calls, emails, and texts, and coordinate with doctors to ensure smooth care before, during, and after visits.

You’ll thrive in a fast-paced, people-centered environment, handling payments, offering compassionate guidance on options, and building lasting bonds with clients and their pets. Nights and weekends may apply, with opportunities for growth and mentorship.

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.
• Strong communicator able to interact positively with diverse people.
• Thrives in high-stakes, fast-paced environments.

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 and find ways to say yes to customer needs.
• Keep nursing team and doctors updated on customer needs for a seamless care experience.
• Provide confidential 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 relations.
• Celebrate and capture special moments, creating lasting connections between customers, their pets, and the hospital.

Skills

Customer service

Communication

Multi-tasking

Emotional intelligence

Tools

Practice management software

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator to shape the pet care journey. You will greet customers, manage calls, emails, and texts, and coordinate with doctors to ensure smooth care before, during, and after visits.

You’ll thrive in a fast-paced, people-centered environment, handling payments, offering compassionate guidance on options, and building lasting bonds with clients and their pets. Nights and weekends may apply, with opportunities for growth and mentorship.