Veterinary ER Customer Experience Lead

Veterinary Emergency Group The PC; Snellville (GA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits

401K match

Travel stipend

Paid parental leave

Flexible schedules

Job summary

Veterinary Emergency Group The PC in Snellville, GA is seeking a Customer Experience Coordinator to shape the patient and client journey before, during, and after visits. You’ll greet customers, manage communications, and ensure a compassionate, efficient experience across channels while upholding privacy and accuracy.

You’ll join a fast-paced, pet-focused ER team with strong mentorship and growth opportunities, including clinical and leadership programs, travel stipends, and supportive benefits

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.
• A strong communicator; able to interact positively with anyone and everyone.
• A strong multitasker, able to thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high stakes environments.

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 escalat
• 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

Strong communicator

Multitasking

Attention to detail

Emotional intelligence

Adaptability

Tools

Practice management software

Job description

Veterinary Emergency Group The PC in Snellville, GA is seeking a Customer Experience Coordinator to shape the patient and client journey before, during, and after visits. You’ll greet customers, manage communications, and ensure a compassionate, efficient experience across channels while upholding privacy and accuracy.

You’ll join a fast-paced, pet-focused ER team with strong mentorship and growth opportunities, including clinical and leadership programs, travel stipends, and supportive benefits