Veterinary Customer Experience Specialist

Veterinary Emergency Group (VEG); Elkridge (MD); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

401K match

Health benefits from day one

Travel stipend

Student loan repayment

Parental leave

Flexible schedules

VEG swag

Job summary

The Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to shape the patient and client journey across in-person, phone, and digital channels. You will greet customers, route calls, and ensure compassionate, efficient service in a fast-paced ER setting.

You’ll work nights, weekends, and holidays as needed, coordinating with nurses and doctors, managing payments securely, and following up to strengthen relationships.

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 and everyone
• A strong multitasker, able to thrive amid chaos
• High emotional intelligence, able to read a room and plan and act accordingly
• Adaptable and amenable in high stakes environments
• 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
• Work well in a fast-paced environment with people from all backgrounds and different personality types

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 escalation
• 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

Communication

Multitasking

Attention to detail

High emotional intelligence

Adaptability

Night/weekend shifts

Diversity awareness

Tools

Practice management software

Job description

The Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to shape the patient and client journey across in-person, phone, and digital channels. You will greet customers, route calls, and ensure compassionate, efficient service in a fast-paced ER setting.

You’ll work nights, weekends, and holidays as needed, coordinating with nurses and doctors, managing payments securely, and following up to strengthen relationships.