Veterinary ER Customer Experience Lead

VEG ER for Pets; Nashville (TN); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive compensation

Learning & growth programs

Unlimited ER CE + travel stipend

Travel stipend for part-time staff

Flexible work schedules

Employee referral program

VEG swag and perks

Job summary

VEG ER for Pets in Nashville, TN is seeking a Customer Experience Coordinator to shape the client journey through outstanding service, empathy, and proactive care. You’ll greet customers, manage calls and texts, and help route urgent medical needs to a doctor quickly.

Bring superb communication, organization, and problem-solving to support our veterinary team, guide families through options, and protect sensitive information in a fast-paced ER environment while building lasting relationships

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 and empathy in interactions.
• Availability to work nights, weekends, and holidays as needed.

Responsibilities

• Greet every customer with warmth and urgency in person, by phone, or online.
• Oversee calls, emails, texts, record details, and route urgent medical calls 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 information.
• Follow up post-visit to check pet care and strengthen relationships.
• Capture special moments (with permission) to strengthen connections.

Skills

Customer service experience

Communication skills

Organization

Multitasking

Emotional intelligence

Adaptability

Problem solving

Noisy environment

Night/weekend availability

Tools

Practice management software

CRM systems

Job description

VEG ER for Pets in Nashville, TN is seeking a Customer Experience Coordinator to shape the client journey through outstanding service, empathy, and proactive care. You’ll greet customers, manage calls and texts, and help route urgent medical needs to a doctor quickly.

Bring superb communication, organization, and problem-solving to support our veterinary team, guide families through options, and protect sensitive information in a fast-paced ER environment while building lasting relationships