Veterinary ER Customer Experience Lead | Flexible Hours

Veterinary Emergency Group (VEG); Fort Myers (FL); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Flexible work schedules

Employee referral program

VEG swag

Food in the fridge

Job summary

Veterinary Emergency Group in Florida is seeking a Customer Experience Coordinator who excels in service and communication. You will shape the client and pet care experience before, during, and after visits, ensuring compassionate, efficient interactions in a fast-paced hospital setting.

You’ll multitask across calls, texts, and in-person encounters, guiding clients through options with empathy while maintaining meticulous records and delivering memorable experiences that reflect VEG’s care

Qualifications

• 2+ years of experience in a customer service role.
• Advanced proficiency in computer programs and practice management software.
• Highly organized with strong attention to detail.
• Strong communication skills; positive interaction with diverse audiences.
• Ability to multitask; thrive in high-pressure environments.
• High emotional intelligence; read a room and respond appropriately.
• Adaptable and resilient in high-stakes settings.
• Problem solving with a focus on innovation.
• Must be willing to work in a noisy environment with strong odors.
• Availability to work nights, weekends and holidays on a rotating basis.

Responsibilities

• Greet customers warmly in person, over the phone, or online.
• Oversee all customer communications and route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and say yes to customer needs.
• Listen with empathy, resolve concerns quickly, anticipate issues.
• Keep nursing team and doctors updated on customer needs for smooth care.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting information.
• Follow up after visits to assess pet care and strengthen relationships.
• Capture special moments and build lasting connections with customers and pets.

Skills

Customer service

Software proficiency

Organization

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Noisy environment

Night/weekend availability

Diversity & teamwork

Tools

Practice management software

Job description

Veterinary Emergency Group in Florida is seeking a Customer Experience Coordinator who excels in service and communication. You will shape the client and pet care experience before, during, and after visits, ensuring compassionate, efficient interactions in a fast-paced hospital setting.

You’ll multitask across calls, texts, and in-person encounters, guiding clients through options with empathy while maintaining meticulous records and delivering memorable experiences that reflect VEG’s care