Pet ER Customer Experience Specialist

VEG ER for Pets; Federal Way (WA); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

Health benefits

401K match

Travel stipend for credentialed VEGGIE

Travel stipend for uncredentialed VEGG

Parental leave

Flexible work schedules

Employee referral program

VEG swag

QPR training

Free therapy or counseling

Job summary

VEG is seeking a Customer Experience Coordinator to define and enhance the client journey before, during, and after visits. You will greet customers, manage communications, and ensure a compassionate, knowledgeable experience for both people and their pets.

Role requires strong empathy, multitasking, and the ability to navigate a fast-paced, high-energy hospital setting. Competitive benefits and growth opportunities are provided.

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 anyone.
• Strong multitasker able to thrive amid chaos.
• High emotional intelligence, able to read a room and plan accordingly.
• Adaptable and amenable in high stakes environments.
• Willing to work in a noisy environment with strong or unpleasant odors.
• Availability to work nights, weekends, and holidays on rotating or as needed basis.
• Ability to work well in a diverse team.

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 escalate.
• Keep technicians 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

Organization

Adaptability

Night/weekend shifts

Diverse teamwork

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to define and enhance the client journey before, during, and after visits. You will greet customers, manage communications, and ensure a compassionate, knowledgeable experience for both people and their pets.

Role requires strong empathy, multitasking, and the ability to navigate a fast-paced, high-energy hospital setting. Competitive benefits and growth opportunities are provided.