Veterinary ER Customer Experience Lead

Veterinary Emergency Group (VEG); Los Angeles (CA); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

Flexible schedules

Learning programs & travel stipend

Employee referral program

Comfortable scrubs & VEG swag

Job summary

VEG, a veterinary emergency group, is seeking a Customer Experience Coordinator in Los Angeles. You will shape the customer journey before, during, and after visits, interacting with clients with warmth and urgency and ensuring a compassionate, efficient experience for both pets and their families.

You’ll collaborate with the medical team to deliver personalized care, manage communications, and support patients through financial options and end-of-life decisions.

Qualifications

• 2+ years of experience 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 in a fast-paced environment.
• High emotional intelligence; read a room and plan accordingly.
• Adaptable in high-stakes environments.
• Problem solving with focus on innovation.
• Willing to work in a noisy environment with strong odors.
• Available to work nights, weekends, and holidays on a rotating basis.
• Works well with people from diverse backgrounds.

Responsibilities

• Greet customers warmly in person, over the phone or online.
• Oversee all customer communications and route urgent calls to a doctor quickly.
• Deliver personalized, memorable experiences—saying yes to customer needs.
• Listen with empathy and resolve concerns quickly.
• Keep nursing team and doctors updated on customer needs.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting data.
• Follow up with customers after visits to check on pet care.
• Capture special moments and strengthen connections with customers.

Skills

Customer service

Computer skills

Highly organized

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Attention to detail

Flexible schedule

Job description

VEG, a veterinary emergency group, is seeking a Customer Experience Coordinator in Los Angeles. You will shape the customer journey before, during, and after visits, interacting with clients with warmth and urgency and ensuring a compassionate, efficient experience for both pets and their families.

You’ll collaborate with the medical team to deliver personalized care, manage communications, and support patients through financial options and end-of-life decisions.