Veterinary ER Customer Experience Champion | Flexible Hours

Veterinary Emergency Group (VEG); Glendale (AZ); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Competitive compensation

Clinical and leadership development

Unlimited ER CE + travel stipend

Flexible schedules

Employee referral program

Scrubs provided and VEG swag

Job summary

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to define and enhance the client journey across in-person, phone, and digital channels. You will coordinate with clinicians to ensure timely, compassionate, and efficient care for pets and their owners.

The role emphasizes empathy, clear communication, and a proactive approach to resolving concerns, with opportunities to advance within our 24/7 emergency network.

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; able to interact positively with diverse customers
• Ability to multitask and thrive in a fast-paced environment
• High emotional intelligence and ability to read a room
• Willingness to work in a noisy environment with strong odors

Responsibilities

• Greet customers in person, over the phone, or online with warmth and urgency
• Oversee all customer communications (calls, emails, texts), record details, and route urgent medical calls to a doctor
• 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 and financial information
• Follow up with customers after visits to check on pet care and strengthen relationships
• Celebrate and capture special moments, creating lasting connections between customers, pets, and the hospital

Skills

Customer service

Communication skills

Organizational skills

Multitasking

Emotional intelligence

Adaptability

Team coordination

Tools

Practice management software

Computer skills

Job description

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to define and enhance the client journey across in-person, phone, and digital channels. You will coordinate with clinicians to ensure timely, compassionate, and efficient care for pets and their owners.

The role emphasizes empathy, clear communication, and a proactive approach to resolving concerns, with opportunities to advance within our 24/7 emergency network.