Veterinary ER Customer Experience Champion - Pittsburgh

Veterinary Emergency Group The PC; Pittsburgh (Allegheny County); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401K match

Health benefits from day one

Travel stipend

Student loan repayment

Paid parental leave

Flexible schedules

Referral program

VEG swag & snacks

Job summary

Veterinary Emergency Group in Pittsburgh, PA seeks a Customer Experience Coordinator to shape client and patient journeys with warmth, efficiency, and empathy. You will greet customers, manage communications, and guide them through payments and options while supporting the care team.

This role offers growth, mentorship, competitive compensation, comprehensive benefits, and a culture focused on learning, teamwork, and exceptional care for both pets and their families.

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.
• Strong communicator able to interact positively with anyone.
• Strong multitasker able to thrive amid chaos.
• High emotional intelligence and ability to read a room.
• Adaptable in high-stakes environments.
• Willing to work in a noisy environment with strong odors.
• Availability to work nights, weekends, and holidays on a rotating basis.
• Work well with people from diverse backgrounds.

Responsibilities

• Greet every customer with warmth and urgency in person, over the phone, or online.
• Oversee all customer communications, record details, 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 before they escalate.
• 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 care and strengthen relationships.
• Capture special moments and create lasting connections between customers, their pets, and the hospital.

Skills

Customer service

Communication

Multitasking

Attention to detail

Emotional intelligence

Adaptability

Interpersonal skills

Night/weekend/holiday availability

Team collaboration

Tools

Practice management software

Computer literacy

Job description

Veterinary Emergency Group in Pittsburgh, PA seeks a Customer Experience Coordinator to shape client and patient journeys with warmth, efficiency, and empathy. You will greet customers, manage communications, and guide them through payments and options while supporting the care team.

This role offers growth, mentorship, competitive compensation, comprehensive benefits, and a culture focused on learning, teamwork, and exceptional care for both pets and their families.