Veterinary ER Customer Experience Lead (Flexible Hours)

VEG ER for Pets; Leesburg (VA); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work schedules

Generous employee referral program

Scrubs provided

VEG swag

Food in fridge

Job summary

VEG ER for Pets in Leesburg, VA is seeking a Customer Experience Coordinator to shape the pet care journey before, during, and after visits. You’ll greet customers, handle calls and messages, and ensure a compassionate, efficient experience in a busy ER.

You will collaborate with nurses and doctors, guide families through financial options, and follow up after visits. The role rewards empathy, clear communication, and a proactive approach in a high-energy environment.

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; able to interact positively with anyone and everyone.
• The ability to multitask and thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high stakes environments.
• Problem solving skills and a focus on innovation.
• Must be willing to work in a noisy environment with strong or unpleasant odors.
• Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs.
• Work well in a fast-paced environment with people from all backgrounds and different personality types.

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 escape
• 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

Organizational skills

Communication skills

Multitasking

Emotional intelligence

Adaptability

Problem solving

Noisy environment tolerance

Night/weekend/holiday availability

Tools

Practice management software

Job description

VEG ER for Pets in Leesburg, VA is seeking a Customer Experience Coordinator to shape the pet care journey before, during, and after visits. You’ll greet customers, handle calls and messages, and ensure a compassionate, efficient experience in a busy ER.

You will collaborate with nurses and doctors, guide families through financial options, and follow up after visits. The role rewards empathy, clear communication, and a proactive approach in a high-energy environment.