Pet ER Experience Specialist (Part-Time)

VEG ER for Pets; Northville (MI); On-site; USD 40,000 - 64,000; Full time

Benefits offered by this job

Learning & growth programs

Unlimited ER CE + travel stipend

Flexible schedules

Employee referral program

Scrubs & VEG swag

Food in the fridge

Job summary

VEG is seeking a Customer Experience Coordinator to define and enhance the patient and client journey across in-person, phone, and online interactions. You will guide understandings of customer needs, coordinate with doctors and nurses, and ensure a compassionate, high-quality experience for pets and their families.

You will help deliver personalized service, manage communications, and support financial discussions while maintaining strict privacy and accuracy in all transactions.

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

Software proficiency

Organized

Communication skills

Multitasking

Emotional intelligence

Adaptability

Problem solving

Team oriented

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to define and enhance the patient and client journey across in-person, phone, and online interactions. You will guide understandings of customer needs, coordinate with doctors and nurses, and ensure a compassionate, high-quality experience for pets and their families.

You will help deliver personalized service, manage communications, and support financial discussions while maintaining strict privacy and accuracy in all transactions.