Veterinary ER Customer Experience Lead

VEG ER for Pets; Philadelphia (Philadelphia County); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

Flexible scheduling

Referral program

VEG swag

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator in a fast-paced veterinary emergency setting. You will define the customer experience across in-person, phone, and online channels, ensuring compassionate, efficient service for pets and their families.

Join our team to grow your skills through mentorship, contribute to an open-concept hospital culture, and help deliver exceptional care and support in high-stakes environments.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced proficiency in computer programs and practice management software.
• Highly organized, with strong attention to detail.
• Strong communication skills; interact positively with anyone and everyone.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high-stakes environments.
• Problem solving skills and a focus on innovation.
• 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.
• 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 experience

Software proficiency

Organization

Communication skills

Multitasking

Emotional intelligence

Adaptability

Problem solving

Night/weekend availability

Tools

Practice management software

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator in a fast-paced veterinary emergency setting. You will define the customer experience across in-person, phone, and online channels, ensuring compassionate, efficient service for pets and their families.

Join our team to grow your skills through mentorship, contribute to an open-concept hospital culture, and help deliver exceptional care and support in high-stakes environments.