Veterinary ER Customer Experience Lead

veterinaryemergencygroupst; Madison (WI); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive compensation

Learning programs and travel stipend

Flexible schedules

Employee referral program

VEG swag and meals/snacks

Job summary

VEG is seeking a Customer Experience Coordinator to shape the pet-owner journey from initial contact to post-visit follow-up. You will greet customers, manage calls and messages, and ensure a compassionate, efficient ER experience for both pets and families.

You will collaborate with nurses and doctors, provide guidance on financial options where appropriate, and help create lasting connections with clients while supporting a fast-paced emergency environment.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced proficiency in practice management and computer programs.
• Highly organized with strong attention to detail.
• Strong communication skills; able to interact positively with anyone.
• Ability to multitask and thrive in a busy environment.
• Willing to work nights, weekends and holidays.

Responsibilities

• Greet every customer with warmth and urgency, in person, on the phone, or online.
• Oversee customer communications (calls, emails, texts), route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• Keep nursing team and doctors updated on customer needs for seamless care.
• 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.
• Celebrate and capture moments, creating lasting connections between customers, pets, and hospital.

Skills

Customer service

Communication skills

Multitasking

Emotional intelligence

Organizational skills

Adaptability

Problem solving

Team collaboration

Night/weekend availability

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to shape the pet-owner journey from initial contact to post-visit follow-up. You will greet customers, manage calls and messages, and ensure a compassionate, efficient ER experience for both pets and families.

You will collaborate with nurses and doctors, provide guidance on financial options where appropriate, and help create lasting connections with clients while supporting a fast-paced emergency environment.