Veterinary ER Customer Experience Champion

VEG ER for Pets; Leesburg (VA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401K match

Travel stipend

Learning programs

Flexible schedule

Parental leave

Job summary

VEG is seeking a Customer Experience Coordinator in Leesburg, VA to define the customer journey before, during, and after visits. You will remain outgoing and personable, ensuring professional demeanor and empathy in every interaction as you strive to say yes to patient and family needs.

You will grow within a fast-paced VEG ER setting, collaborating with doctors and nursing staff to deliver compassionate, patient-focused experiences while maintaining high standards of care and confidentiality.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge in computer programs and practice management software
• Highly organized, with strong attention to detail
• A strong communicator; able to interact positively with anyone and everyone
• A strong multitasker, able to thrive amid chaos
• High emotional intelligence, able to read a room and plan and act accordingly
• Adaptable and amenable in high stakes environments
• Must be willing to work in a noisy environment with strong or unpleasant odors
• Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs
• Work well in a fast-paced environment with people from all backgrounds and different personality types

Responsibilities

• Greet every customer with warmth and urgency, whether in person, over the phone, or online
• Oversee all customer communications (calls, emails, texts), record details accurately, and route urgent medical calls to a doctor quickly
• Deliver personalized, memorable experiences—always looking for creative ways to say "yes" to customer needs
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalat
• Keep nursing team and doctors updated on customer needs for a seamless care experience.
• Provide confidential, compassionate 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 (with permission), creating lasting connections between customers, their pets, and the hospital

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Adaptability

Tools

Practice management software

CRM systems

Job description

VEG is seeking a Customer Experience Coordinator in Leesburg, VA to define the customer journey before, during, and after visits. You will remain outgoing and personable, ensuring professional demeanor and empathy in every interaction as you strive to say yes to patient and family needs.

You will grow within a fast-paced VEG ER setting, collaborating with doctors and nursing staff to deliver compassionate, patient-focused experiences while maintaining high standards of care and confidentiality.