Vet ER Experience Leader - Flexible Hours & Growth

veterinaryemergencygroupst; Austin (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401K match

Health benefits

Travel stipend

Student loan repayment

Parental leave

Flexible schedule

Job summary

Veterinary Emergency Group is hiring a Customer Experience Coordinator to shape the client and patient journey across our 24/7 ER network. You will greet customers, coordinate communications, and ensure a compassionate, efficient experience for every visit.

You’ll join a fast-paced team with opportunities for learning and mentorship to advance your veterinary career within VEG, a Great Place to Work recognized employer.

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.
• A strong communicator; able to interact positively with anyone.
• A strong multitasker, able to thrive amid chaos.
• High emotional intelligence; read a room and act accordingly.
• Adaptable in high-stakes environments.
• Willing to work in a noisy environment with strong odors.
• Available to work nights, weekends, and holidays on a rotating basis.
• Ability to work with diverse backgrounds and personalities.

Responsibilities

• Greet every customer with warmth and urgency, in person, on the phone, or online.
• Oversee all customer communications (calls, emails, texts); route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and proactively address 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 pet care and strengthen relationships.
• Capture and celebrate special moments, creating lasting connections between customers, pets, and the hospital.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Tools

Practice management software

Job description

Veterinary Emergency Group is hiring a Customer Experience Coordinator to shape the client and patient journey across our 24/7 ER network. You will greet customers, coordinate communications, and ensure a compassionate, efficient experience for every visit.

You’ll join a fast-paced team with opportunities for learning and mentorship to advance your veterinary career within VEG, a Great Place to Work recognized employer.