Veterinary ER Customer Experience Coordinator

Veterinary Emergency Group The PC; Leesburg (VA); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Competitive compensation

Flexible schedules

Strong referral program

VEG swag & snacks

Job summary

Veterinary Emergency Group (VEG) in Leesburg, VA is seeking a Customer Experience Coordinator (Relief) to define and perfect the patient and client journey. The role focuses on delivering outstanding service before, during, and after visits, with opportunities to grow within the VEG family.

As a Relief coordinator, you will greet customers, manage communications, assist with payments, and support the veterinary team to ensure a compassionate, efficient experience.

Qualifications

• 2+ years of experience in a customer service role.
• Proficient with practice management software and computer programs.
• Highly organized with strong attention to detail.
• Excellent communication and interpersonal skills.
• Able to multitask and thrive in a fast-paced, high-stakes environment.
• Comfortable with noisy environments and odors.
• Willing to work nights, weekends, and holidays on a rotating basis.
• Works well with diverse teams.

Responsibilities

• Greet every customer with warmth and urgency, in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts); route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences; look for ways to say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before escalation.
• 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 skills

Multitasking

Attention to detail

Emotional intelligence

Adaptability

Tools

Practice management software

Computer programs

Job description

Veterinary Emergency Group (VEG) in Leesburg, VA is seeking a Customer Experience Coordinator (Relief) to define and perfect the patient and client journey. The role focuses on delivering outstanding service before, during, and after visits, with opportunities to grow within the VEG family.

As a Relief coordinator, you will greet customers, manage communications, assist with payments, and support the veterinary team to ensure a compassionate, efficient experience.