Veterinary ER Customer Experience Advocate (Flexible Hours)

veterinaryemergencygroupst; Chantilly (VA); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Flexible schedules

Employee referral program

VEG gear and snacks

Job summary

VEG is seeking a Customer Experience Coordinator to shape the pet owner journey before, during, and after visits. You will greet customers warmly, manage all communications, and guide families through care options with empathy and urgency.

In this role, you will collaborate with veterinarians and nurses to ensure a seamless experience, handle payments securely, and help build lasting relationships with clients and their pets. Nights, weekends, and holidays may be required.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced proficiency with computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communication skills and ability to interact positively with diverse groups.
• Ability to multitask and thrive in fast-paced, high-stakes environments.
• High emotional intelligence and empathy for pets and clients.
• Willingness to work in noisy environments with strong odors.
• Availability to work nights, weekends, and holidays as needed.

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 quickly.
• Deliver personalized, memorable experiences and find creative ways to say yes to 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 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 between customers, their pets, and the hospital.

Skills

Customer service

Communication skills

Multitasking

Attention to detail

Emotional intelligence

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to shape the pet owner journey before, during, and after visits. You will greet customers warmly, manage all communications, and guide families through care options with empathy and urgency.

In this role, you will collaborate with veterinarians and nurses to ensure a seamless experience, handle payments securely, and help build lasting relationships with clients and their pets. Nights, weekends, and holidays may be required.