Pet ER Experience Coordinator

Veterinary Emergency Group (VEG); Santa Monica (CA); On-site; USD 56,000 - 70,000; Full time

Job summary

Veterinary Emergency Group (VEG) in Santa Monica, CA is seeking a Customer Experience Coordinator to shape the client journey before, during, and after visits. You will greet customers, manage communications, and support the care team with empathy and efficiency.

The role emphasizes delivering personalized experiences, navigating financial discussions, and maintaining high service standards in a busy ER setting.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced proficiency with practice management software.
• Highly organized with strong attention to detail.
• Strong communication and empathy.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Greet every customer with warmth and urgency, in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts), route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences—always look for ways to say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate.
• 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.

Skills

Customer service experience

Communication

Organizational skills

Multitasking

Emotional intelligence

Problem solving

Team collaboration

Attention to detail

Tools

Practice management software

Job description

Veterinary Emergency Group (VEG) in Santa Monica, CA is seeking a Customer Experience Coordinator to shape the client journey before, during, and after visits. You will greet customers, manage communications, and support the care team with empathy and efficiency.

The role emphasizes delivering personalized experiences, navigating financial discussions, and maintaining high service standards in a busy ER setting.