Veterinary ER Customer Experience Lead

VEG ER for Pets; Olde West Chester (OH); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Learning programs

Travel stipend

Flexible schedules

Referral program

VEG swag

Job summary

VEG is seeking a Customer Experience Coordinator to define the customer journey from first touch to post-visit follow-up. You will work with pet families and hospital teams to create warm, efficient experiences, guiding inquiries and ensuring compassionate care.

In this role, you’ll manage communications across channels, handle payments, and support financial discussions, while staying organized in a fast-paced, noise-filled ER environment. Growth, mentorship, and a culture of saying yes await.

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 for diverse customers.
• Ability to multitask in a fast-paced environment.
• High emotional intelligence with empathy.
• Willingness to work in noisy environments with odors.
• Willing to work nights, weekends, and holidays.

Responsibilities

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

Skills

Customer service experience

Computer software proficiency

Organization skills

Communication skills

Multitasking

Emotional intelligence

Adaptability

Problem solving

Noisy/odor-tolerant

Flexible schedule

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to define the customer journey from first touch to post-visit follow-up. You will work with pet families and hospital teams to create warm, efficient experiences, guiding inquiries and ensuring compassionate care.

In this role, you’ll manage communications across channels, handle payments, and support financial discussions, while staying organized in a fast-paced, noise-filled ER environment. Growth, mentorship, and a culture of saying yes await.