Veterinary ER Customer Experience Lead

veterinaryemergencygroupst; Dallas (TX); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health benefits

401K match

Travel stipend

Paid parental leave

Student loan repayment

Flexible schedules

Equity opportunity

Free therapy

Job summary

VEG is seeking a Customer Experience Coordinator to define and enhance the customer journey across in-person, phone, and online interactions. The role emphasizes delivering warm, urgent service and ensuring patient and client satisfaction throughout the visit and aftercare.

You will collaborate with physicians and nursing staff to maintain seamless care, while guiding families through financial options and end-of-life decisions.

Qualifications

• 2+ years in a customer service role.
• Proficient with practice management software.
• Highly organized with attention to detail.
• Strong communicator with diverse interactions.
• Willing to work nights, weekends, and holidays.
• Able to thrive in fast-paced, high-stress environments.

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

Technical proficiency

Attention to detail

Communication skills

Multitasking

Emotional intelligence

Adaptability

Willing to work in noisy environment

Night/weekend/holiday availability

Diversity & inclusion

Tools

Practice management software

Computer programs

Job description

VEG is seeking a Customer Experience Coordinator to define and enhance the customer journey across in-person, phone, and online interactions. The role emphasizes delivering warm, urgent service and ensuring patient and client satisfaction throughout the visit and aftercare.

You will collaborate with physicians and nursing staff to maintain seamless care, while guiding families through financial options and end-of-life decisions.