Veterinary ER Customer Experience Champion

VEG ER for Pets; Braintree (MA); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

Travel stipend

Flexible schedules

Employee referral program

VEG swag

Job summary

VEG is seeking a Customer Experience Coordinator to shape the customer journey before, during, and after visits. You will be outgoing and personable, ensuring professional demeanor with every patient and pet owner and finding creative ways to say YES to needs.

You will help grow your career within a fast-paced ER environment, with opportunities for mentorship and learning, plus a focus on compassionate, world-class care for both clients and their pets.

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 diverse people.
• Able to multitask and thrive amid chaos.
• High emotional intelligence; read a room and act accordingly.
• Adaptable and amenable in high-stakes environments.
• Problem solving skills and focus on innovation.
• Willingness to work in a noisy environment with strong/odorous conditions.
• Availability to work nights, weekends, and holidays on a rotating basis.

Responsibilities

• Greet every customer with warmth and urgency, in person, on 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 personal information.
• Follow up with customers after visits to check on pet care and strengthen relationships.
• Celebrate and capture special moments to create lasting connections.

Skills

2+ years in customer service

Advanced proficiency in computer/PM-so

Highly organized

Strong communication skills

Multitask in chaotic environments

Emotional intelligence

Adaptable in high-stakes environments

Problem solving

Ability to work nights/weekends/holid

Interacting with diverse background

Tools

Practice management software

Computer programs

Job description

VEG is seeking a Customer Experience Coordinator to shape the customer journey before, during, and after visits. You will be outgoing and personable, ensuring professional demeanor with every patient and pet owner and finding creative ways to say YES to needs.

You will help grow your career within a fast-paced ER environment, with opportunities for mentorship and learning, plus a focus on compassionate, world-class care for both clients and their pets.