Veterinary ER Customer Experience | Growth & Impact

VEG ER for Pets; Fort Worth (TX); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health and wellness benefits

401K match

Travel stipend

Paid parental leave

Flexible work schedules

ER CE + travel stipend

Job summary

VEG is seeking a Customer Experience Coordinator to define and enhance the customer journey before, during, and after visits. You will engage with clients warmly, manage calls and messages, and coordinate with medical staff to ensure a seamless experience.

This role emphasizes empathy, organization, and proactive problem-solving in a busy veterinary ER setting. You will help patients and their families understand options, manage payments, and follow up to ensure outstanding care.

Qualifications

• 2+ years of customer service experience.
• Advanced knowledge of computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communicator able to interact positively with all customers and colleagues.
• Able to multitask in fast-paced, high-stakes environments.
• High emotional intelligence and empathy.
• Willing to work in a noisy environment with odors.
• Availability to work nights, weekends, and holidays as needed.

Responsibilities

• Greet every customer with warmth and urgency in person, over the phone, or online.
• Oversee all customer communications and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and 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.
• Capture special moments and create lasting connections with customers and their pets.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Adaptability

Detail-oriented

Technical proficiency

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to define and enhance the customer journey before, during, and after visits. You will engage with clients warmly, manage calls and messages, and coordinate with medical staff to ensure a seamless experience.

This role emphasizes empathy, organization, and proactive problem-solving in a busy veterinary ER setting. You will help patients and their families understand options, manage payments, and follow up to ensure outstanding care.