Veterinary ER Customer Experience Lead — Growth & Impact

Veterinary Emergency Group (VEG); Washington (District of Columbia); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

401K match

Health and wellness benefits

Equity potential after one year

Travel stipend

Student loan repayment

Paid parental leave

Flexible work schedules

Referral program

VEG swag and meals

Job summary

The Veterinary Emergency Group in Washington, DC is seeking a Customer Experience Coordinator to shape the patient and client journey in our 24/7 emergency hospitals.

As a VEGgy, you'll greet customers, manage communications across channels, support the veterinary team, help families navigate care options with empathy and efficiency, ensuring a compassionate, efficient experience at every step, with opportunities for growth, mentorship and learning.

Qualifications

• Minimum 2+ years in a customer service role.
• Proficient with practice management software.
• Excellent communication and organizational skills.
• Ability to work nights, weekends and holidays.

Responsibilities

• Greet customers warmly in person, on phone, or online.
• Manage calls, emails, texts and route urgent medical calls.
• Deliver personalized customer experiences.
• Listen empathetically and resolve concerns quickly.
• Update nursing team about patient needs.
• Advise on financial options and end-of-life decisions.
• Process payments while protecting data.
• Follow up after visits to check pet care.
• Capture special moments and foster lasting connections.

Skills

Customer service

Practice management software

Organization

Communication

Multitasking

Emotional intelligence

Adaptability

Night shift

Weekend availability

Fast-paced

Tools

Practice management software

Job description

The Veterinary Emergency Group in Washington, DC is seeking a Customer Experience Coordinator to shape the patient and client journey in our 24/7 emergency hospitals.

As a VEGgy, you'll greet customers, manage communications across channels, support the veterinary team, help families navigate care options with empathy and efficiency, ensuring a compassionate, efficient experience at every step, with opportunities for growth, mentorship and learning.