Veterinary ER Customer Experience Lead

VEG ER for Pets; Willow Grove (PA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive compensation

401K match

Health and wellness benefits starting

QPR training

Free therapy or counseling

Travel stipend

Clinical student loan repayment

Paid parental leave

Flexible work schedules

Equity after one year

Job summary

VEG is seeking a Customer Experience Coordinator to shape the customer journey before, during, and after visits. You will engage warmly with customers in person, over the phone, and online, ensuring a seamless experience across all touchpoints.

You will manage communications, assist with financial options discussions, and support a high-energy team in a fast-paced emergency setting. This role offers growth opportunities within our VEG network.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge of computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communicator with positive interactions across all backgrounds.
• Strong multitasking ability in fast-paced settings.
• High emotional intelligence for understanding and planning.
• Adaptable in high-stakes environments.
• Willing to work in a noisy environment with odors.
• Available to work nights, weekends, and holidays as needed.
• Works well with diverse personalities and teams.

Responsibilities

• Greet every customer with warmth and urgency in person, over the phone, or online.
• Oversee all customer communications and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• Keep nurses 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 personal information.
• Follow up with customers after visits to check on pet care and strengthen relationships.
• Capture special moments and create lasting connections between customers, pets, and the hospital.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Adaptability

Attention to detail

Noisy environment tolerance

Night/weekend shifts

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to shape the customer journey before, during, and after visits. You will engage warmly with customers in person, over the phone, and online, ensuring a seamless experience across all touchpoints.

You will manage communications, assist with financial options discussions, and support a high-energy team in a fast-paced emergency setting. This role offers growth opportunities within our VEG network.