Veterinary ER Customer Experience Coordinator

VEG ER for Pets; Northville (MI); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

401K match

Health & wellness benefits

ER CE + travel stipend

Student loan repayment

Paid parental leave

Flexible schedules

Employee referral program

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator in Michigan to define and enhance the client journey from entry through discharge. You will engage with customers in person, on the phone, and online, ensuring compassionate and professional care for both people and their pets.

Ideal candidates bring 2+ years in customer service, strong communication, and comfort with practice management software.

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 escalated.
• 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 experience

Strong communication

Multitasking

Emotional intelligence

Adaptability

Team collaboration

Night/weekend/holiday availability

Tools

Practice management software

CRM software

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator in Michigan to define and enhance the client journey from entry through discharge. You will engage with customers in person, on the phone, and online, ensuring compassionate and professional care for both people and their pets.

Ideal candidates bring 2+ years in customer service, strong communication, and comfort with practice management software.