Veterinary ER Customer Experience Lead

VEG ER for Pets; San Jose (CA); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Health benefits start day one

401K match

Travel stipend

Student loan repayment

Parental leave

Flexible work schedules

Employee referral program

VEG swag and meals

Job summary

VEG is seeking a Customer Experience Coordinator to shape the patient and family journey across in-person, phone, and online channels. You’ll act with warmth and urgency, ensuring accurate records and quick routing of urgent medical calls to clinicians.

Candidates bring 2+ years in customer service, strong organization, and a gift for empathetic communication in a fast-paced veterinary ER environment. Growth, mentorship, and stable schedule benefits accompany this role.

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 with diverse customers
• Strong multitasking ability in fast-paced environments
• High emotional intelligence to read a room and act accordingly
• Willingness to work in noisy environments with strong odors
• Availability to work nights, weekends, and holidays as needed

Responsibilities

• Greet customers in person, by phone, or online with warmth and urgency
• Oversee all customer communications and route urgent medical calls to a doctor
• Deliver personalized, memorable customer experiences and say yes to needs
• Maintain empathy, resolve concerns quickly, anticipate issues
• Keep nursing team and doctors updated on patient needs
• Provide guidance on financial options and end-of-life decisions
• Process payments accurately while protecting data
• Follow up after visits to check on pet care and strengthen relationships
• Capture special moments and build lasting connections with customers and hospitals

Skills

Customer service

Computer skills

Organization

Communication

Multitasking

Emotional intelligence

High-stress environments

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to shape the patient and family journey across in-person, phone, and online channels. You’ll act with warmth and urgency, ensuring accurate records and quick routing of urgent medical calls to clinicians.

Candidates bring 2+ years in customer service, strong organization, and a gift for empathetic communication in a fast-paced veterinary ER environment. Growth, mentorship, and stable schedule benefits accompany this role.