Veterinary ER Customer Experience Lead

Veterinary Emergency Group (VEG); Naperville (IL); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Generous travel stipend and learning/È

Flexible schedules

Referral program

Comfy scrubs and VEG swag

Food in fridge

Job summary

Veterinary Emergency Group is seeking a Customer Experience Coordinator in a fast-paced ER setting. You will greet clients, manage communications, and ensure a seamless experience before, during, and after visits for both pets and their families.

You will coordinate with veterinarians and nursing staff, guide customers through financial options, and follow up to ensure ongoing care quality. This role emphasizes empathy, accuracy, and a proactive service mindset.

Qualifications

• 2+ years in a customer service role.
• Advanced proficiency in practice management software.
• Highly organized with strong attention to detail.
• Strong communication and teamwork skills.
• Willing to work nights, weekends, and holidays.

Responsibilities

• Greet customers in person, on the phone, or online with warmth and urgency.
• Route urgent medical calls to a doctor quickly.
• Record details accurately and manage communications.
• Provide confidential guidance on financial options and end-of-life decisions.
• Follow up after visits to check on pet care and strengthen relationships.

Skills

Customer service

Practice management software

Organized

Communication

Multitasking

Emotional intelligence

Adaptable

Problem solving

Night/weekend/holiday shifts

Team player

Job description

Veterinary Emergency Group is seeking a Customer Experience Coordinator in a fast-paced ER setting. You will greet clients, manage communications, and ensure a seamless experience before, during, and after visits for both pets and their families.

You will coordinate with veterinarians and nursing staff, guide customers through financial options, and follow up to ensure ongoing care quality. This role emphasizes empathy, accuracy, and a proactive service mindset.