Veterinary ER Customer Experience Lead

Veterinary Emergency Group (VEG); Orange (CT); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Competitive pay

Leadership programs

Annual travel stipend

Flexible schedules

Referral program

VEG swag & meals

Job summary

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator in Connecticut to define and manage the patient and client experience across the hospital workflow. You’ll greet clients, coordinate communications, and help guide them through treatment decisions with empathy and professionalism.

In this role, you’ll support the nursing and medical teams, handle financial discussions, and ensure a welcoming, compassionate environment for pets and their owners.

Qualifications

• 2+ years in a customer service role required.
• Advanced proficiency in computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communication skills and positive interaction with all.
• Ability to multitask and thrive in a fast-paced environment.
• High emotional intelligence and adaptability in high-stakes settings.
• Willingness to work in noisy environments with odors.
• Available to work nights, weekends, and holidays on rotating basis.

Responsibilities

• Greet customers warmly in person, on calls, or online.
• Oversee all customer communications and route urgent medical calls to a doctor.
• 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 for a seamless care experience.
• Provide confidential guidance on financial options and end‑of‑life decisions.
• Process payments accurately while protecting information.
• Follow up after visits to check on pet care and strengthen relationships.
• Capture special moments and build lasting connections with customers and pets.

Skills

Customer service

Computer proficiency

Organization

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Noisy environment

Shift availability

Team collaboration

Tools

Practice management software

Job description

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator in Connecticut to define and manage the patient and client experience across the hospital workflow. You’ll greet clients, coordinate communications, and help guide them through treatment decisions with empathy and professionalism.

In this role, you’ll support the nursing and medical teams, handle financial discussions, and ensure a welcoming, compassionate environment for pets and their owners.