Vet Emergency Experience Lead

Veterinary Emergency Group (VEG); Spring (TX); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

401K match

Health and wellness benefits

Equity after year one

ER CE + travel stipend

Clinical leadership programs

Student loan repayment

Paid parental leave

Flexible schedules

Employee referral program

VEG swag and snacks

Job summary

Veterinary Emergency Group (VEG) is hiring a Customer Experience Coordinator to shape the client journey before, during, and after visits. You’ll be outgoing and personable, guiding patients and their owners with professionalism while coordinating with doctors and nursing staff to ensure exceptional care.

This role offers growth opportunities within a fast-paced emergency environment. You’ll work to elevate the customer experience, handling inquiries, navigating financial options, and

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge in computer programs and practice management software.
• Highly organized with strong attention to detail.

Responsibilities

• Greet every customer with warmth and urgency, in person or remote.
• Oversee all customer communications (calls, emails, texts), route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• Keep nursing team and doctors updated on customer needs for a seamless care experience.
• Provide confidential 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

Communication skills

Multitasking

Empathy

Adaptability

Practice management software

CRM software

Night/weekend shift availability

Tools

Practice management software

CRM software

Job description

Veterinary Emergency Group (VEG) is hiring a Customer Experience Coordinator to shape the client journey before, during, and after visits. You’ll be outgoing and personable, guiding patients and their owners with professionalism while coordinating with doctors and nursing staff to ensure exceptional care.

This role offers growth opportunities within a fast-paced emergency environment. You’ll work to elevate the customer experience, handling inquiries, navigating financial options, and