Pet ER Experience Concierge — Flexible Hours

Veterinary Emergency Group (VEG); Princeton (NJ); On-site; USD 51,577,000 - 88,828,000; Full time

Benefits offered by this job

Competitive pay

Growth programs

Flexible schedules

Referral program

VEG swag

Job summary

VEG in Princeton, NJ is hiring a Customer Experience Coordinator to define the patient and client journey across in-person, phone, and digital channels. You’ll greet customers, manage communications, and ensure a compassionate, efficient experience.

You’ll work nights/weekends in a fast-paced, pet-focused ER environment, partnering with nurses and doctors. The role offers growth programs, flexible schedules, and a supportive team that values empathy and problem-solving.

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.
• 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 elevate.
• 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 experience

Communication skills

Multitasking

Emotional intelligence

Adaptability

Problem solving

Attention to detail

Nights/weekends availability

Tools

Practice management software

Job description

VEG in Princeton, NJ is hiring a Customer Experience Coordinator to define the patient and client journey across in-person, phone, and digital channels. You’ll greet customers, manage communications, and ensure a compassionate, efficient experience.

You’ll work nights/weekends in a fast-paced, pet-focused ER environment, partnering with nurses and doctors. The role offers growth programs, flexible schedules, and a supportive team that values empathy and problem-solving.