Veterinary ER Customer Experience Lead

VEG ER for Pets; Greenwich (CT); On-site; USD 54,443,000 - 83,097,000; Full time

Benefits offered by this job

401K match

Health benefits

Learning programs

Travel stipend

Paid parental leave

ER travel stipend

Job summary

VEG is seeking a Customer Experience Coordinator to define and enhance the patient and client journey across in-hospital, phone, and online channels. You will be outgoing, personable, and professional, ensuring exceptional care before, during, and after visits.

This role requires 2+ years in customer service, strong computer program skills, and the ability to multitask in a fast-paced, noisy ER environment. Nights, weekends, and holidays are required at times.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge in computer programs and practice management software.
• Highly organized, with strong attention to detail.
• A strong communicator; able to interact positively with anyone and everyone.
• A strong multitasker, able to thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high stakes environments.
• 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 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

Communication

Detail oriented

Multitasking

Empathy

Adaptability

Technical skills

Tools

Practice management software

CRM

Job description

VEG is seeking a Customer Experience Coordinator to define and enhance the patient and client journey across in-hospital, phone, and online channels. You will be outgoing, personable, and professional, ensuring exceptional care before, during, and after visits.

This role requires 2+ years in customer service, strong computer program skills, and the ability to multitask in a fast-paced, noisy ER environment. Nights, weekends, and holidays are required at times.