Veterinary ER Customer Experience Lead

VEG ER for Pets; Louisville (KY); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

401K match

Health benefits

Learning & mentorship programs

Travel stipend (ER CE)

Parental leave

Flexible schedules

Employee referral program

VEG swag

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator to enhance the client journey across in-person, phone, and online touchpoints. You will coordinate communications, facilitate compassionate financial guidance, and support a seamless care experience for pets and their families.

Join a fast-paced team dedicated to excellent service, learning, and growth, with opportunities to advance within a leading veterinary emergency provider based in Louisville.

Qualifications

• Minimum 2 years of experience in a customer service role.
• Proficiency with computer programs and practice management software.
• Excellent organization and attention to detail.
• Strong communication and empathy.

Responsibilities

• Greet every customer with warmth and urgency in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts), record details, and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and creatively say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate.
• Keep nursing team 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 and financial information.
• Follow up with customers after visits to check on their pet's care and strengthen relationships.
• Celebrate and capture special moments, creating lasting connections.

Skills

Customer service

Communication

Organization

Multitasking

Emotional intelligence

Adaptability

Tools

Practice management software

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator to enhance the client journey across in-person, phone, and online touchpoints. You will coordinate communications, facilitate compassionate financial guidance, and support a seamless care experience for pets and their families.

Join a fast-paced team dedicated to excellent service, learning, and growth, with opportunities to advance within a leading veterinary emergency provider based in Louisville.