Veterinary ER Customer Experience Lead

Veterinary Emergency Group (VEG); Snellville (GA); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

401K match

Health benefits

Travel stipend

Job summary

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator in Georgia. You will define and refine the pet-owner experience across in-person, phone, and online channels.

You’ll work closely with clinicians to ensure compassionate, efficient care, while guiding families on financial options and care decisions. The role emphasizes empathetic communication, strong organization, and the ability to thrive in a fast-paced emergency environment.

Qualifications

• 2+ years in a customer service role.
• Advanced knowledge in computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communicator with positive interactions across audiences.
• Able to multitask and thrive in dynamic environments.
• Excellent emotional intelligence and situational awareness.
• Willing to work in a noisy environment with odors.
• Available to work nights, weekends, and holidays on a rotating basis.

Responsibilities

• Greet customers warmly in person, over the phone, or online.
• Manage all customer communications and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable customer experiences and proactively address needs.
• Listen with empathy, resolve concerns promptly, and anticipate issues.
• Keep nursing team and doctors updated on patient and family needs for seamless care.
• Provide guidance on financial options and end-of-life decisions with sensitivity.
• Process payments accurately while protecting financial information.
• Follow up with customers after visits to ensure pet care satisfaction.

Skills

Customer service

Communication

Organizational skills

Multitasking

Empathy

Adaptability

Attention to detail

Tools

Practice management software

Job description

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator in Georgia. You will define and refine the pet-owner experience across in-person, phone, and online channels.

You’ll work closely with clinicians to ensure compassionate, efficient care, while guiding families on financial options and care decisions. The role emphasizes empathetic communication, strong organization, and the ability to thrive in a fast-paced emergency environment.