Pet ER Customer Experience Coordinator

VEG ER for Pets; Town of Florida (NY); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive compensation

Flexible schedules

Employee referral program

VEG swag and amenities

Job summary

VEG, a veterinary emergency company, is seeking a Customer Experience Coordinator to shape the customer journey before, during, and after visits. You will be outgoing, personable, and professional, focusing on delivering exceptional service and supporting the care team.

The role emphasizes saying yes to customer needs, enhancing patient and client experiences, and growing within a dynamic VEG environment that values mentorship and learning opportunities.

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 anyone and everyone.
• Ability to multitask and thrive in high-stress environments.
• High emotional intelligence and adaptability in busy settings.

Responsibilities

• Greet every customer with warmth and urgency, in person or remotely.
• Oversee all customer communications (calls, emails, texts) and route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and find ways to say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues that may escalate.
• 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 relationships.
• Celebrate and capture special moments to build lasting connections.

Skills

Customer service

Communication skills

Multitasking

Attention to detail

Emotional intelligence

Tools

Practice management software

Job description

VEG, a veterinary emergency company, is seeking a Customer Experience Coordinator to shape the customer journey before, during, and after visits. You will be outgoing, personable, and professional, focusing on delivering exceptional service and supporting the care team.

The role emphasizes saying yes to customer needs, enhancing patient and client experiences, and growing within a dynamic VEG environment that values mentorship and learning opportunities.