Pet ER Experience Champion

Veterinary Emergency Group (VEG); Falls Church (VA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Learning programs

Travel stipend

Flexible schedules

Referral program

VEG swag

Job summary

Veterinary Emergency Group (VEG) is hiring a Customer Experience Coordinator to shape how we welcome and support clients and their pets across our emergency hospitals. You will manage communications, answer calls, emails, and texts, and work with doctors and nursing staff to deliver compassionate, efficient care.

Your role helps ensure a positive, memorable experience from arrival to discharge. You will be involved in guiding customers through financial options, keeping care teams informed, and

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.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence; read a room and plan accordingly.
• Adaptable in high-stakes environments.
• Problem solving and focus on innovation.
• Willing to work in a noisy environment with odors.
• Availability to work nights, weekends, and holidays on a rotating basis.
• Able to work in a fast-paced environment with diverse teams.

Responsibilities

• Greet every customer with warmth and urgency, in person, over the phone, or online.
• Oversee all customer communications and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and say yes to 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 information.
• Follow up with customers after visits to check on pet care.
• Celebrate and capture special moments, creating lasting connections.

Skills

Customer service

Software proficiency

Organizational skills

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Tolerance to noise/odors

Flexible schedule

Diversity-friendly

Tools

Practice management software

Computer programs

Job description

Veterinary Emergency Group (VEG) is hiring a Customer Experience Coordinator to shape how we welcome and support clients and their pets across our emergency hospitals. You will manage communications, answer calls, emails, and texts, and work with doctors and nursing staff to deliver compassionate, efficient care.

Your role helps ensure a positive, memorable experience from arrival to discharge. You will be involved in guiding customers through financial options, keeping care teams informed, and