Pet ER Experience Specialist

VEG ER for Pets; New York (NY); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work schedules

Generous employee referral program

VEG swag

Food in fridge

Job summary

VEG for Pets is seeking a Customer Experience Coordinator to define the patient and client journey across in-person, phone, and online touchpoints within our veterinary ER network. You will lead with empathy, organize communications, and support care teams to ensure compassionate guidance and timely follow-ups.

This role offers ongoing mentorship, growth opportunities, and a fast-paced, mission-driven environment focused on people and pets.

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; interact positively with diverse audiences.
• Ability to multitask and thrive in high-stress environments.
• High emotional intelligence and empathy.
• Adaptable in high-stakes environments.
• Problem-solving mindset and willingness to innovate.
• Willing to work in a noisy environment with strong or unpleasant odors.
• Availability to work nights, weekends, and holidays on a rotating basis.
• Able to collaborate with diverse backgrounds and personalities.

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—find creative ways to meet 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.
• Process payments accurately while protecting personal and financial information.
• Follow up with customers after visits to check on their pet's care and outcomes.
• Celebrate and capture special moments, creating lasting connections between customers, their pets, and the hospital.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Adaptability

Tools

Practice management software

Computer programs

Job description

VEG for Pets is seeking a Customer Experience Coordinator to define the patient and client journey across in-person, phone, and online touchpoints within our veterinary ER network. You will lead with empathy, organize communications, and support care teams to ensure compassionate guidance and timely follow-ups.

This role offers ongoing mentorship, growth opportunities, and a fast-paced, mission-driven environment focused on people and pets.