Veterinary ER Customer Experience Lead

VEG ER for Pets; Green Bay (WI); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

401K match

Health benefits

Equity after one year (possible)

Travel stipend

Student loan repayment

Parental leave

Flexible schedules

Employee referral program

VEG swag

Job summary

VEG ER for Pets in Green Bay, WI seeks a Customer Experience Coordinator who puts patients and people first. You greet customers, manage calls and emails, and route urgent medical questions to a doctor, all while delivering warm, personalized care.

You will listen with empathy, resolve concerns quickly, and keep nurses and doctors updated to ensure a seamless care journey. The role includes discussing financial options, processing payments securely, and following up after visits to strengthen

Qualifications

• 2+ years in a customer service role
• Advanced knowledge in practice management software
• Highly organized with strong attention to detail
• Strong communicator able to interact positively with diverse people
• Strong multitasker thriving in fast-paced environments
• High emotional intelligence; able to read a room and adapt
• Able to work in a noisy environment with strong odors
• Willing to work nights, weekends, and holidays on a rotating basis
• Comfortable collaborating with a wide range of backgrounds

Responsibilities

• Greet every customer with warmth and urgency, in person, over the phone, or online
• Oversee all customer communications (calls, emails, texts) and route urgent medical calls to a doctor
• Deliver personalized, memorable experiences and say yes to customer needs
• Listen with empathy, resolve concerns quickly, and anticipate issues
• Keep nurses and doctors updated on customer needs for a seamless care experience
• Provide confidential guidance on financial options and end-of-life decisions
• Process payments accurately while protecting personal information
• Follow up with customers after visits to check on pet care and strengthen relationships
• Capture special moments and build lasting connections between customers, their pets, and the hospital

Skills

Customer service

Practice management software

Organization

Communication

Multitasking

Emotional intelligence

Adaptability

Night/weekend availability

Diversity & inclusion

Job description

VEG ER for Pets in Green Bay, WI seeks a Customer Experience Coordinator who puts patients and people first. You greet customers, manage calls and emails, and route urgent medical questions to a doctor, all while delivering warm, personalized care.

You will listen with empathy, resolve concerns quickly, and keep nurses and doctors updated to ensure a seamless care journey. The role includes discussing financial options, processing payments securely, and following up after visits to strengthen