Pet ER Customer Experience Coordinator (Relief)

Veterinary Emergency Group The PC; New York (NY); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work schedules

Generous referral program

Comfy scrubs

VEG swag

Fridge snacks/food

Job summary

Veterinary Emergency Group The PC is seeking a Customer Experience Coordinator (Relief) for Ralph Ave/Brooklyn, NYC. You will define the customer experience across in-person, phone, and online interactions, ensuring timely communication and compassionate guidance in a fast-paced veterinary ER.

The role emphasizes empathy, organization, and proactive problem-solving, with opportunities to grow within VEG's dynamic ER environment and flexible scheduling to support a balanced life.

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.
• The ability to multitask and thrive amid chaos.
• High emotional intelligence, read a room and plan accordingly.
• Adaptable in high-stakes environments.
• Problem solving with a focus on innovation.
• Must be willing to work in a noisy environment with strong odors.
• Availability to work nights, weekends, and holidays on a rotating or as needed basis.
• Work well with people from diverse backgrounds.

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, and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences—always saying 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 experience

Computer software proficiency

Detail orientation

Strong communication

Multitasking

Emotional intelligence

Adaptability in high-stakes

Problem solving

Noise/odor tolerance

Night/weekend/holiday availability

Tools

Practice management software

Job description

Veterinary Emergency Group The PC is seeking a Customer Experience Coordinator (Relief) for Ralph Ave/Brooklyn, NYC. You will define the customer experience across in-person, phone, and online interactions, ensuring timely communication and compassionate guidance in a fast-paced veterinary ER.

The role emphasizes empathy, organization, and proactive problem-solving, with opportunities to grow within VEG's dynamic ER environment and flexible scheduling to support a balanced life.