Veterinary ER Customer Experience Lead

Veterinary Emergency Group (VEG); Philadelphia (Philadelphia County); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work schedules

Generous employee referral program

VEG swag and fridge snacks

Job summary

VEG is seeking a Customer Experience Coordinator to shape the customer journey through service, focus, and participation—ensuring a positive experience before, during, and after every visit. You’ll be outgoing and personable, say yes to pet owners, and grow your career with VEG through mentorship and learning in a fast-paced environment.

Join VEG’s team to help provide compassionate guidance while managing communications, payments, and follow-ups that strengthen the bond between clients, their

Qualifications

• Minimum 2+ years in a customer service role.
• Proficient with practice management software.
• Highly organized with strong attention to detail.
• Excellent communication and interpersonal skills.
• Able to multitask and perform in high-stress environments.
• Empathetic with high emotional intelligence.
• Willing to work nights, weekends and holidays.
• Able to work in a noisy environment with odors.

Responsibilities

• Greet customers in person, by phone, or online with warmth.
• Manage customer communications, record details, route urgent calls.
• Deliver personalized experiences and say yes to needs.
• Listen, resolve concerns, anticipate issues.
• Keep nursing team updated on customer needs.
• Provide guidance on financial options and end-of-life decisions.
• Process payments and protect sensitive information.
• Follow up after visits to ensure pet care satisfaction.
• Document and strengthen connections between customers, pets, and hospital.

Skills

Customer service experience

Computer proficiency

Organizational skills

Strong communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Noisy environment tolerance

Night/weekend shifts willingness

Diversity & teamwork

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to shape the customer journey through service, focus, and participation—ensuring a positive experience before, during, and after every visit. You’ll be outgoing and personable, say yes to pet owners, and grow your career with VEG through mentorship and learning in a fast-paced environment.

Join VEG’s team to help provide compassionate guidance while managing communications, payments, and follow-ups that strengthen the bond between clients, their