Veterinary ER Customer Experience Lead - Flexible Hours

VEG ER for Pets; The Woodlands (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

401K match

Health and wellness benefits

Travel stipend

Student loan repayment

Paid parental leave

Flexible work schedules

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator in Texas to define and elevate the client journey across the ER experience. You’ll be outgoing and professional, focusing on delivering top-tier patient and pet owner care before, during, and after visits.

The role offers opportunities to grow, mentorship, and a fast-paced environment with diverse patients and cases. Nights, weekends, and holiday coverage may be required to meet hospital needs.

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.

Responsibilities

• Greet every customer with warmth and urgency in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts) and route urgent medical calls.
• Deliver personalized, memorable experiences and find ways to say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before escalation.
• 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.

Skills

Customer service

Communication

Multitasking

Attention to detail

Emotional intelligence

Adaptability

Tools

Practice management software

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator in Texas to define and elevate the client journey across the ER experience. You’ll be outgoing and professional, focusing on delivering top-tier patient and pet owner care before, during, and after visits.

The role offers opportunities to grow, mentorship, and a fast-paced environment with diverse patients and cases. Nights, weekends, and holiday coverage may be required to meet hospital needs.