Pet ER Experience Coordinator - Flexible Hours & Growth

VEG ER for Pets; Knoxville (TN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive compensation

Clinical and leadership development

Unlimited ER CE + travel stipend

Flexible work schedules

Employee referral program

VEG swag and snacks

Job summary

VEG is seeking a Customer Experience Coordinator to shape the customer journey before, during, and after visits at our veterinary emergency hospital. You will be outgoing, personable, and proactive in ensuring a positive experience for pets and their owners.

In this role, you’ll have opportunities to grow, build valuable experience, and contribute to a compassionate team dedicated to providing outstanding care in a fast-paced environment.

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.
• The ability to multitask and thrive amid chaos.
• High emotional intelligence, able to read a room and respond appropriately.
• Adaptable and amenable in high-stakes environments.
• Problem solving skills and a focus on innovation.

Responsibilities

• Greet every customer with warmth and urgency, 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—finding creative ways to say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before they arise.
• 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, creating lasting connections between customers, their pets, and the hospital.

Skills

Customer service

Computer proficiency

Organized

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Job description

VEG is seeking a Customer Experience Coordinator to shape the customer journey before, during, and after visits at our veterinary emergency hospital. You will be outgoing, personable, and proactive in ensuring a positive experience for pets and their owners.

In this role, you’ll have opportunities to grow, build valuable experience, and contribute to a compassionate team dedicated to providing outstanding care in a fast-paced environment.