Veterinary ER Customer Experience Champion

VEG ER for Pets; Madison (WI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive compensation

Learning & growth programs

Unlimited ER CE + travel stipend

Part-time travel stipend

Flexible work schedules

Employee referral program

VEG swag and snacks

Job summary

VEG in Madison is seeking a Customer Experience Coordinator to shape the patient and client journey through service excellence. You will greet clients, manage communications, guide financial options, and support the nursing and medical teams to deliver compassionate care.

Ideal candidates have 2+ years in customer service, strong organizational skills, excellent communication, and the ability to multitask in a fast-paced, noisy environment. Nights, weekends, and holidays rotation may be required.

Qualifications

• 2+ years in a customer service role.
• Advanced proficiency with computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communication skills with diverse audiences.
• Ability to multitask and stay calm in high-stakes environments.
• High emotional intelligence and empathy.
• Willingness to work nights, weekends, and holidays as needed.

Responsibilities

• Greet customers warmly in person, by phone, or online.
• Oversee all communications (calls, emails, texts) and route urgent medical calls.
• Deliver personalized, memorable customer experiences.
• Listen with empathy and resolve concerns quickly.
• Keep nursing team and doctors updated on patient needs.
• Provide confidential guidance on financial options.
• Process payments accurately while protecting information.
• Follow up after visits to check on pet care.
• Capture special moments to strengthen client-patient connections.

Skills

Customer service

Communication

Multitasking

Organization

Emotional intelligence

Problem solving

Adaptability

Noisy environment tolerance

Team collaboration

Tools

Practice management software

CRM software

Job description

VEG in Madison is seeking a Customer Experience Coordinator to shape the patient and client journey through service excellence. You will greet clients, manage communications, guide financial options, and support the nursing and medical teams to deliver compassionate care.

Ideal candidates have 2+ years in customer service, strong organizational skills, excellent communication, and the ability to multitask in a fast-paced, noisy environment. Nights, weekends, and holidays rotation may be required.