Pet ER Experience Coordinator

VEG ER for Pets; Albuquerque (NM); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

401K match

Health benefits starting day one

Travel stipend

Student loan repayment

Parental leave

Flexible schedules

Equity after one year

Job summary

VEG is seeking a Customer Experience Coordinator to define and enhance the customer journey before, during, and after visits. You will be outgoing, personable, and professional, ensuring every interaction elevates the patient and client experience.

You will work in a fast-paced veterinary emergency setting, collaborating with doctors and nurses to deliver compassionate guidance, resolve concerns, and build lasting relationships with families and their pets.

Qualifications

• 2+ years in customer service or hospitality roles.
• Proficient with practice management software.
• Highly organized with strong attention to detail.
• Strong communicator able to interact positively with diverse customers.
• Able to multitask in a fast-paced, high-stakes environment.
• High emotional intelligence and empathy for clients and pets.

Responsibilities

• Greet customers with warmth and urgency in person, over the phone, or online.
• Manage all customer communications (calls, emails, texts) and route urgent medical calls to a doctor promptly.
• Deliver personalized, memorable customer experiences and proactively say yes to needs.
• Listen empathetically, resolve concerns quickly, and anticipate issues before escalation.
• Keep nursing team and doctors updated on customer needs for seamless care.
• Provide guidance on financial options and end-of-life decisions with compassion.
• Process payments accurately while protecting personal and financial information.
• Follow up with customers after visits to ensure pet care satisfaction.

Skills

Customer service

Communication

Multi-tasking

Emotional intelligence

Adaptability

Teamwork

Attention to detail

Handling a noisy environment

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to define and enhance the customer journey before, during, and after visits. You will be outgoing, personable, and professional, ensuring every interaction elevates the patient and client experience.

You will work in a fast-paced veterinary emergency setting, collaborating with doctors and nurses to deliver compassionate guidance, resolve concerns, and build lasting relationships with families and their pets.