Veterinary ER Customer Experience Lead

Veterinary Emergency Group The PC; Alexandria, Northern (VA, KY); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work schedules

Generous employee referral program

Comfy scrubs

VEG swag

Food in the fridge

Job summary

Veterinary Emergency Group is seeking a Customer Experience Coordinator to shape the patient and client journey across our 24/7 emergency hospitals. You will greet customers, coordinate communications, and guide families through decisions with empathy.

This role offers flexible schedules, opportunities for growth, and a collaborative, people-centered team. VEG is committed to supporting your development, with mentorship and a welcoming environment where you can make an impact for pets and their

Qualifications

• 2+ years of experience in a customer service role
• Advanced proficiency in computer programs and practice management software
• Highly organized, with strong attention to detail
• Strong communication skills; able to interact positively with anyone and everyone
• The ability to multitask and thrive amid chaos
• High emotional intelligence, able to read a room and plan and act accordingly
• Adaptable and amenable in high stakes environments
• Problem solving skills and a focus on innovation; 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 escalate
• 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

Computer proficiency

Organization

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Job description

Veterinary Emergency Group is seeking a Customer Experience Coordinator to shape the patient and client journey across our 24/7 emergency hospitals. You will greet customers, coordinate communications, and guide families through decisions with empathy.

This role offers flexible schedules, opportunities for growth, and a collaborative, people-centered team. VEG is committed to supporting your development, with mentorship and a welcoming environment where you can make an impact for pets and their