Veterinary Emergency Customer Experience Lead

Veterinary Emergency Group (VEG); New York (NY); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Flexible schedules

Employee referral program

Scrubs provided

VEG swag

Job summary

Veterinary Emergency Group (VEG) in New York seeks a Customer Experience Coordinator to shape the pet care journey from greeting to follow-up. You will work closely with our veterinary teams to ensure compassionate, efficient service in a fast-paced ER setting, with opportunities to grow and contribute to a world-class experience.

This role requires empathy, strong communication, and a proactive approach to every patient and family, with flexibility to support nights and weekends as hospital

Qualifications

• 2+ years of customer service experience.
• Familiarity with practice management software.
• Excellent organizational and communication skills.
• Ability to multitask in a busy hospital setting.
• High emotional intelligence and empathy.
• Willingness to work nights, weekends, and holidays.

Responsibilities

• Greet customers in person, over the phone, or online with warmth and urgency.
• Manage all customer communications and route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences for pets and their families.
• Demonstrate empathy, resolve concerns quickly, and anticipate issues.
• Keep veterinary teams updated on patient and family needs for seamless care.
• Provide guidance on financial options and end-of-life decisions.

Skills

Customer service

Practice management software

Highly organized

Strong communication

Multitasking

Emotional intelligence

Adaptable in high-stakes environments

Problem solving

Ability to work nights/weekends/holid

Diversity engagement

Tools

Practice management software

Job description

Veterinary Emergency Group (VEG) in New York seeks a Customer Experience Coordinator to shape the pet care journey from greeting to follow-up. You will work closely with our veterinary teams to ensure compassionate, efficient service in a fast-paced ER setting, with opportunities to grow and contribute to a world-class experience.

This role requires empathy, strong communication, and a proactive approach to every patient and family, with flexibility to support nights and weekends as hospital