Veterinary ER Customer Experience Advocate

Veterinary Emergency Group The PC; Oceanside (CA); Hybrid; USD 26,000 - 40,000; Full time

Benefits offered by this job

Health benefits

401K match

Travel stipend

Student loan repayment

Parental leave

Learning and development programs

Job summary

Veterinary Emergency Group (VEG) in Oceanside, CA is seeking a Customer Experience Coordinator to shape the client and pet journey from arrival to aftercare. You’ll greet customers, coordinate communications, and ensure a warm, efficient hospital experience.

You’ll thrive in a fast-paced environment, support the nursing and medical teams, handle payments securely, and assist families with financial options.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge of computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communicator able to interact positively with diverse people.
• Strong multitasking skills in fast-paced environments.
• High emotional intelligence and adaptability in high-stakes settings.
• Willingness to work in a noisy environment with strong odors.
• Able to work nights, weekends, and holidays on a rotating schedule.
• Works well with people from all backgrounds and personalities.

Responsibilities

• Greet every customer with warmth and urgency in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts) and route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and proactively address 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.

Skills

Customer service experience

Practice management software

Computer programs proficiency

Highly organized

Strong communication

Multitasking

Emotional intelligence

Adaptive under pressure

Night/weekend/holiday availability

Team collaboration

Tools

Practice management software

General computer programs

Job description

Veterinary Emergency Group (VEG) in Oceanside, CA is seeking a Customer Experience Coordinator to shape the client and pet journey from arrival to aftercare. You’ll greet customers, coordinate communications, and ensure a warm, efficient hospital experience.

You’ll thrive in a fast-paced environment, support the nursing and medical teams, handle payments securely, and assist families with financial options.