Veterinary ER Customer Experience Lead

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

Benefits offered by this job

Health benefits

QPR training

Travel stipend

401K match

Paid parental leave

Flexible schedules

Referral program

VEG swag

Job summary

VEG is seeking a Customer Experience Coordinator in Peabody, MA to shape the patient and client journey through service, focus, and empathy. You will greet customers, manage communications, and swiftly route urgent medical calls to clinicians, always prioritizing compassionate care.

This role offers growth through VEG’s learning programs, ER CE travel stipends, and opportunities to advance within our 24/7 emergency network.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge in computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communicator able to interact positively with anyone.
• Strong multitasker able to thrive amid chaos.
• High emotional intelligence and adaptability in high-stakes environments.
• Willing to work in a noisy environment with strong odors.
• Availability to work nights, weekends, and holidays on a rotating basis.

Responsibilities

• Greet every customer with warmth and urgency, in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts) and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and look for ways to say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• Keep nursing team and doctors updated on customer needs for a seamless care experience.
• Provide confidential, compassionate guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting personal and financial information.
• Follow up with customers after visits to check on their pet’s care and strengthen relationships.
• Capture special moments and create lasting connections between customers, their pets, and the hospital.

Skills

Customer service

Software proficiency

Organization

Communication

Multitasking

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator in Peabody, MA to shape the patient and client journey through service, focus, and empathy. You will greet customers, manage communications, and swiftly route urgent medical calls to clinicians, always prioritizing compassionate care.

This role offers growth through VEG’s learning programs, ER CE travel stipends, and opportunities to advance within our 24/7 emergency network.