Pet ER Customer Experience Specialist

Veterinary Emergency Group (VEG); Pittsburgh (Allegheny County); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation

401K match

Health and wellness benefits

Travel stipend

Student loan repayment

Parental leave

Flexible schedules

Employee referral program

Job summary

The Veterinary Emergency Group (VEG) in Pittsburgh seeks a Customer Experience Coordinator who will shape the patient and client journey through service, focus, and empathy. You’ll greet clients, route calls, and ensure a smooth hospital experience from arrival through discharge.

You’ll thrive in a fast-paced, high-stakes setting, keeping detailed records, guiding families through financial options, and collaborating with doctors and nursing staff.

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.
• Excellent communication skills with diverse audiences.
• Able to multitask and stay calm in busy environments.
• High emotional intelligence and adaptability in high-stakes settings.
• Willing to work in a noisy environment with odors.
• Availability to work nights, weekends, and holidays as needed.
• Collaborates well with a diverse team.

Responsibilities

• Greet customers warmly in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts) and route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and proactively meet customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• 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 pet care and strengthen relationships.
• Capture special moments and create lasting connections between customers, pets, and the hospital.

Skills

Customer service

Strong communicator

Highly organized

Multitasking

Emotional intelligence

Adaptable in high-stakes environments

Night/weekend/holiday availability

Fast-paced environment adaptability

Tools

Practice management software

Job description

The Veterinary Emergency Group (VEG) in Pittsburgh seeks a Customer Experience Coordinator who will shape the patient and client journey through service, focus, and empathy. You’ll greet clients, route calls, and ensure a smooth hospital experience from arrival through discharge.

You’ll thrive in a fast-paced, high-stakes setting, keeping detailed records, guiding families through financial options, and collaborating with doctors and nursing staff.