Veterinary ER Customer Experience Lead

VEG ER for Pets; Philadelphia (Philadelphia County); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive compensation

401K match

Health and wellness benefits from day

Equity after one year

Learning & ER CE plus travel stipend

Student loan repayment

Paid parental leave

Flexible schedules

Employee referral program

VEG swag and snacks

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator to define the customer journey through service, focus, and participation—outgoing and personable, you will be professional with every client and patient. You will help ensure a positive, compassionate experience before, during, and after visits.

The role offers growth in veterinary emergency medicine, with opportunities to learn and mentor, plus rotating shifts including nights and weekends in a busy hospital environment.

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; reads a room and acts accordingly.
• Adaptable in high-stakes environments.
• Willing to work in a noisy environment with strong odors.
• Availability to work nights, weekends, and holidays on rotating basis.
• Fast-paced environment with diverse backgrounds.

Responsibilities

• Greet every customer with warmth and urgency in person, by phone, or online.
• Oversee all customer communications and route urgent medical calls quickly.
• Deliver personalized, memorable experiences and say yes to customer needs.
• Listen with empathy, resolve concerns, and anticipate issues.
• Keep doctors and nurses updated on customer needs for seamless care.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting information.
• Follow up with customers after visits to check on pet care.
• Celebrate and capture special moments, strengthening patient relationships.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Adaptability

Attention to detail

Teamwork

Noise tolerance

Bedsides and schedules

High stakes environments

Tools

Practice management software

Computer programs

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator to define the customer journey through service, focus, and participation—outgoing and personable, you will be professional with every client and patient. You will help ensure a positive, compassionate experience before, during, and after visits.

The role offers growth in veterinary emergency medicine, with opportunities to learn and mentor, plus rotating shifts including nights and weekends in a busy hospital environment.