Veterinary ER Customer Experience Lead

Veterinary Emergency Group (VEG); Paramus (NJ); On-site; USD 25,000 - 43,000; Full time

Benefits offered by this job

Flexible work schedules

Learning and leadership programs

Unlimited ER CE + travel stipend

Part-time travel/education stipends

Job summary

Veterinary Emergency Group (VEG) in Paramus, NJ seeks a Customer Experience Coordinator to shape the client journey at every touchpoint. You’ll engage with customers in person, by phone, and online, ensuring compassionate, efficient service before, during, and after visits.

You’ll coordinate communications, guide families through financing options, support the care team, and help deliver an exceptional emergency experience for pets and their people.

Qualifications

• 2+ years of customer service experience.
• Strong computer skills and practice management software familiarity.
• Highly organized with good attention to detail.
• Excellent verbal and written communication abilities.
• Able to multitask in a fast-paced hospital environment.
• High emotional intelligence and empathy for clients and pets.
• Comfortable working in a noisy environment with strong odors.
• Willing to work nights, weekends and holidays on a rotating schedule.
• Able to interact positively with people from diverse backgrounds.

Responsibilities

• Greet customers with warmth and urgency in person or remotely.
• Oversee calls, emails, texts, and route urgent medical inquiries quickly.
• Deliver personalized, memorable experiences and say yes to needs.
• Listen, resolve concerns, and anticipate issues before they arise.
• Keep the nursing team and doctors updated on customer needs.
• Provide compassionate guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting information.
• Follow up after visits to ensure pet care satisfaction.
• Capture special moments and build lasting patient-family connections.

Skills

Customer service experience

Computer software proficiency

Highly organized

Strong communication

Multitasking

Emotional intelligence

Adaptable in noisy environments

Availability nights/weekends/holidays

People-oriented

Job description

Veterinary Emergency Group (VEG) in Paramus, NJ seeks a Customer Experience Coordinator to shape the client journey at every touchpoint. You’ll engage with customers in person, by phone, and online, ensuring compassionate, efficient service before, during, and after visits.

You’ll coordinate communications, guide families through financing options, support the care team, and help deliver an exceptional emergency experience for pets and their people.