Veterinary ER Customer Experience Lead

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

Benefits offered by this job

Competitive compensation

Health and wellness benefits

Equity eligibility after one year

Learning and leadership programs

Travel stipend

Student loan repayment

Parental leave

Flexible work schedules

Employee referral program

Job summary

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator in Peabody, MA. You will shape the customer journey before, during, and after visits, staying warm, professional, and empathetic with every interaction.

This role emphasizes quick routing of urgent calls, personalized service, and strong collaboration with medical staff. You’ll help patients and families navigate financial options, support a positive hospital experience, and contribute to VEG’s mission of improving the

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.
• A strong communicator; able to interact positively with anyone and everyone.
• A strong multitasker, able to thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high stakes environments.
• Must be willing to work in a noisy environment with strong or unpleasant odors.
• Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs.
• Work well in a fast-paced environment with people from all backgrounds and different personality types.

Responsibilities

• Greet every customer with warmth and urgency, whether in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts), record details accurately, and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences—always looking for creative ways to say “yes” to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate.
• 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.
• Celebrate and capture special moments (with permission), creating lasting connections between customers, their pets, and the hospital.

Skills

Customer service

Practice management software

Organization

Communication

Multitasking

Emotional intelligence

Adaptability

Night/weekend shift availability

Tools

Practice management software

Job description

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator in Peabody, MA. You will shape the customer journey before, during, and after visits, staying warm, professional, and empathetic with every interaction.

This role emphasizes quick routing of urgent calls, personalized service, and strong collaboration with medical staff. You’ll help patients and families navigate financial options, support a positive hospital experience, and contribute to VEG’s mission of improving the