Veterinary ER Customer Experience Champion

VEG ER for Pets; Carle Place (NY); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive compensation

Learning & mentorship programs

Flexible work schedules

Travel stipend

VEG swag & meals

Job summary

VEG is a veterinary emergency company shaping the client and patient experience. As a Customer Experience Coordinator, you’ll define the customer journey through service, focus, and participation, ensuring a compassionate, efficient experience before, during, and after visits.

You will greet customers, manage communications, guide families through financial options, and support the care team while maintaining professionalism in a fast-paced, sometimes noisy hospital environment.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced proficiency in practice management software.
• Highly organized with strong attention to detail.
• Strong communication skills and positive interaction abilities.
• Able to multitask and thrive in chaotic environments.
• High emotional intelligence and empathy.
• Adaptable in high-stakes environments.
• Problem-solving with focus on innovation.
• Willing to work in a noisy environment with odors.
• Available to work nights, weekends, and holidays on a rotating basis.

Responsibilities

• Greet customers with warmth and urgency in person, over the phone, and online.
• Manage all customer communications (calls, emails, texts) and route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and proactively say YES to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• Keep nursing team and doctors updated on customer needs for seamless care.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting information.
• Follow up after visits to check on pet care and strengthen relationships.
• Capture lasting connections between customers, pets, and the hospital.

Skills

Customer service experience

Software proficiency

Organization

Strong communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Work nights/weekends/holidays

Diversity awareness

Tools

Practice management software

Computer programs

Job description

VEG is a veterinary emergency company shaping the client and patient experience. As a Customer Experience Coordinator, you’ll define the customer journey through service, focus, and participation, ensuring a compassionate, efficient experience before, during, and after visits.

You will greet customers, manage communications, guide families through financial options, and support the care team while maintaining professionalism in a fast-paced, sometimes noisy hospital environment.