Veterinary ER Customer Experience Coordinator

VEG ER for Pets; Washington (District of Columbia); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Travel stipend

Parental leave

Flexible schedules

Employee referral program

Job summary

VEG is seeking a Customer Experience Coordinator to shape the patient and client journey across in-person, phone, and online interactions. You will help ensure every touchpoint reflects empathy, urgency, and quality care for pets and their families.

Join a team focused on learning, mentorship, and growth in a fast-paced veterinary emergency setting. This role requires adaptability, strong communication, and comfort in a noisy environment with varied schedules.

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.
• A strong multitasker, able to thrive amid chaos.
• High emotional intelligence, able to read a room and plan accordingly.
• Adaptable in high-stakes environments.
• Must be willing to work in a noisy environment with strong odors.
• Availability to work nights, weekends, and holidays on a rotating basis.
• Works well with people from all backgrounds.

Responsibilities

• Greet every customer with warmth and urgency, in person, by phone, or online.
• Oversee customer communications (calls, emails, texts), record details, route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and find creative 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 seamless care.
• 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.

Skills

Customer service experience

Computer programs

Practice management software

Highly organized

Strong communicator

Multitasking

Emotional intelligence

Adaptable in high-stakes environments

Work nights/weekends/holidays

Team-oriented in diverse environments

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to shape the patient and client journey across in-person, phone, and online interactions. You will help ensure every touchpoint reflects empathy, urgency, and quality care for pets and their families.

Join a team focused on learning, mentorship, and growth in a fast-paced veterinary emergency setting. This role requires adaptability, strong communication, and comfort in a noisy environment with varied schedules.