Pet ER Customer Experience Lead

Veterinary Emergency Group The PC; Miami (FL); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work schedules

Employee referral program

Job summary

Veterinary Emergency Group is seeking a Customer Experience Coordinator (Relief) in Miami, FL. You will define the customer experience through service, focus, and participation, ensuring exceptional care before, during, and after visits.

You’ll greet customers warmly and coordinate with doctors to provide a seamless experience. Ideal candidates have 2+ years in customer service, strong communication, and the ability to multitask in a fast-paced, noisy hospital environment.

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.
• The ability to multitask and thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Must be willing to work in a noisy environment with strong or unpleasant odors.
• Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs.

Responsibilities

• Greet every customer with warmth and urgency, whether 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 looking for creative ways to say “yes” to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalated.
• 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 (with permission), creating lasting connections between customers, their pets, and the hospital

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Attention to detail

Adaptability

Problem solving

Noisy environment tolerance

Night/weekend availability

Tools

Practice management software

Job description

Veterinary Emergency Group is seeking a Customer Experience Coordinator (Relief) in Miami, FL. You will define the customer experience through service, focus, and participation, ensuring exceptional care before, during, and after visits.

You’ll greet customers warmly and coordinate with doctors to provide a seamless experience. Ideal candidates have 2+ years in customer service, strong communication, and the ability to multitask in a fast-paced, noisy hospital environment.