Veterinary ER Customer Experience Lead

VEG ER for Pets; Seattle (WA); On-site; USD 26,174 - 39,950; Full time

Benefits offered by this job

Competitive pay

CE & travel stipend

Flexible schedules

Referral program

VEG swag & snacks

Job summary

VEG ER for Pets in Seattle, WA is seeking a Customer Experience Coordinator to shape the patient and client journey across calls, emails, and in-person visits. You will welcome customers, route urgent medical communications, and help manage payments while protecting sensitive information.

The role requires 2+ years in customer service, strong organization, excellent communication, and the ability to thrive in a fast-paced hospital environment, including nights, weekends, and holidays.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced proficiency with computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communication skills with a positive attitude.
• Ability to multitask and thrive in chaotic situations.
• High emotional intelligence and adaptability in high-stakes environments.
• Willingness to work in a noisy environment with odors.
• Availability to work nights, weekends, and holidays.

Responsibilities

• Greet customers warmly in person, by phone, or online with urgency.
• Oversee all communications (calls, emails, texts); route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and creatively meet customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• Keep technicians and doctors 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 and strengthen relationships.
• Capture special moments that connect customers, pets, and the hospital.

Skills

Customer service

Computer software

Organized

Communication

Multitasking

Emotional intelligence

Adaptable

Problem solving

Work nights/weekends

Fast-paced environment

Tools

Practice management software

Job description

VEG ER for Pets in Seattle, WA is seeking a Customer Experience Coordinator to shape the patient and client journey across calls, emails, and in-person visits. You will welcome customers, route urgent medical communications, and help manage payments while protecting sensitive information.

The role requires 2+ years in customer service, strong organization, excellent communication, and the ability to thrive in a fast-paced hospital environment, including nights, weekends, and holidays.