Relief Customer Experience Lead — Vet ER

Veterinary Emergency Group The PC; Encinitas (CA); Hybrid; USD 26,000 - 40,000; Full time

Benefits offered by this job

Competitive compensation

Flexible schedules

Referral program

VEG swag + snacks

Job summary

Veterinary Emergency Group is seeking a Customer Experience Coordinator (Relief) in Encinitas, CA. You will define the customer experience through service, focus, and participation, ensuring top-notch care before, during, and after visits.

You’ll greet customers warmly, handle communications, and guide families with empathy in a fast-paced veterinary emergency setting. This role emphasizes everyday ownership, learning opportunities, and growth within VEG’s fast, patient-centric 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 and positive interaction with diverse people.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence and adaptability in high-stakes environments.
• Problem solving with a focus on innovation.
• Willingness to work in a noisy environment with strong odors.
• Availability to work nights, weekends, and holidays on a rotating schedule.

Responsibilities

• Greet every customer with warmth and urgency in person, over the phone, or online.
• Oversee all customer communications and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and find creative ways to say yes to 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 strengthen relationships.
• Celebrate and capture special moments, creating lasting connections between customers, pets, and the hospital.

Skills

Customer service

Computer software

Organization

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Job description

Veterinary Emergency Group is seeking a Customer Experience Coordinator (Relief) in Encinitas, CA. You will define the customer experience through service, focus, and participation, ensuring top-notch care before, during, and after visits.

You’ll greet customers warmly, handle communications, and guide families with empathy in a fast-paced veterinary emergency setting. This role emphasizes everyday ownership, learning opportunities, and growth within VEG’s fast, patient-centric environment.