Veterinary Emergency Experience Lead

VEG ER for Pets; Willow Grove (PA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Learning & growth programs at VEG

Unlimited ER CE + travel stipend

Part-time credentialed VEGgies travel/

Flexible work schedules

Employee referral program

VEG swag and fridge meals

Job summary

VEG ER for Pets is hiring a Customer Experience Coordinator in Willow Grove, PA. You will shape the customer journey before, during, and after visits, ensuring compassionate and efficient care for both pets and their families.

In this role you will greet customers, manage calls and messages, and guide patients through the ER experience with empathy. A dynamic, fast-paced environment awaits you with opportunities for growth.

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; able to interact positively with anyone.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence and 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.

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 ways to 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 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.

Skills

Customer service

Communication skills

Organization

Multitasking

Emotional intelligence

Adaptability

Problem solving

Availability for nights/weekends

Tools

Practice management software

General computer proficiency

Job description

VEG ER for Pets is hiring a Customer Experience Coordinator in Willow Grove, PA. You will shape the customer journey before, during, and after visits, ensuring compassionate and efficient care for both pets and their families.

In this role you will greet customers, manage calls and messages, and guide patients through the ER experience with empathy. A dynamic, fast-paced environment awaits you with opportunities for growth.