Veterinary ER Customer Experience Lead

VEG ER for Pets; Falls Church (VA); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Competitive compensation

Learning and growth programs

Travel stipend

Flexible work schedules

Employee referral program

VEG swag and office perks

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator to define and enhance the client journey across in-person, phone, and online interactions. You will greet customers, manage communications, and guide them through the care process with empathy and urgency.

In this role, you’ll help deliver memorable experiences, support the nursing and medical teams, and present compassionate guidance on financial options and decisions.

Qualifications

• 2+ years 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.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence; read a room and plan accordingly.
• Adaptable in high-stakes environments.
• Problem solving and innovation mindset.
• Willing to work in a noisy environment with odors.
• Able to work nights, weekends, and holidays on rotating basis.
• Work well with diverse backgrounds and personalities.

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 escalation.
• 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

Strong communication skills

High emotional intelligence

Multitasking

Adaptable in high-stakes environments

Tools

Practice management software

Computer programs proficiency

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator to define and enhance the client journey across in-person, phone, and online interactions. You will greet customers, manage communications, and guide them through the care process with empathy and urgency.

In this role, you’ll help deliver memorable experiences, support the nursing and medical teams, and present compassionate guidance on financial options and decisions.