Veterinary ER Customer Experience Lead

VEG ER for Pets; Chandler (AZ); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health benefits

401K match

Travel stipend

Learning & growth programs

Parental leave

Job summary

VEG is a veterinary emergency company seeking a Customer Experience Coordinator to define the customer journey through service, focus, and participation. You will be outgoing, personable, and professional as you engage with customers before, during, and after visits.

You will grow professionally by gaining valuable experience, building relationships with the care team, and advancing your career within a fast-paced ER environment.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge in practice management software.
• Highly organized with strong attention to detail.
• Excellent communication and interpersonal skills.
• Ability to multitask and stay calm in fast-paced environments.
• Willing to work nights, weekends and holidays.
• Comfortable in noisy environments with strong odors.

Responsibilities

• Greet every customer with warmth and urgency in person, on the phone, or online.
• Oversee all customer communications and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and find ways to say yes.
• 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 information.
• Follow up with customers after visits to check on their pet's care.
• Capture special moments and strengthen connections between customers, pets, and hospital.

Skills

Customer service experience

Practice management software

Organizational skills

Communication skills

Multitasking

Emotional intelligence

Adaptability

Noisy environment tolerance

Evening/weekend availability

Team collaboration

Job description

VEG is a veterinary emergency company seeking a Customer Experience Coordinator to define the customer journey through service, focus, and participation. You will be outgoing, personable, and professional as you engage with customers before, during, and after visits.

You will grow professionally by gaining valuable experience, building relationships with the care team, and advancing your career within a fast-paced ER environment.