Pet ER Customer Experience Lead

VEG ER for Pets; Paramus (NJ); On-site; USD 25,000 - 43,000; Full time

Benefits offered by this job

Competitive compensation

Learning & growth programs

Flexible schedules

Referral program

VEG swag and scrubs

Job summary

VEG ER for Pets in Paramus, NJ is seeking a Customer Experience Coordinator to enhance every touchpoint before, during, and after a visit. You will greet customers, manage communications, and ensure compassionate guidance for pets and their families in a fast-paced ER setting.

We value empathy, adaptability, and strong organization. This role supports a vibrant team, offers learning opportunities, flexible scheduling, and a path to grow within veterinary emergency medicine.

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

Responsibilities

• Greet every customer with warmth and urgency, in person, on the phone, or online.
• Oversee all customer communications (calls, emails, texts); route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences; say YES to customer needs.
• Listen with empathy, resolve concerns quickly, 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.

Skills

Customer service

Communication

Multitasking

Empathy

Emotional intelligence

Adaptability

High-stress environments

Attention to detail

Tools

Practice management software

CRM software

MS Office

Job description

VEG ER for Pets in Paramus, NJ is seeking a Customer Experience Coordinator to enhance every touchpoint before, during, and after a visit. You will greet customers, manage communications, and ensure compassionate guidance for pets and their families in a fast-paced ER setting.

We value empathy, adaptability, and strong organization. This role supports a vibrant team, offers learning opportunities, flexible scheduling, and a path to grow within veterinary emergency medicine.