Veterinary ER - Customer Experience Lead (Relief)

Veterinary Emergency Group The PC; Tucson, Northern (AZ, KY); Hybrid; USD 21,000 - 30,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work schedules

Employee referral program

VEG swag and scrubs

Job summary

Veterinary Emergency Group seeks a Customer Experience Coordinator (Relief) in Tucson, AZ to define the customer experience across all touchpoints before, during, and after visits. The role emphasizes empathy, professionalism, and a passion for helping pets and their families.

You’ll grow by engaging with a busy ER team, handling communications, guiding patients and clients, and delivering memorable, compassionate service in a fast-paced setting.

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 escalates
• 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

Computer proficiency

Communication skills

Multitasking

Attention to detail

Emotional intelligence

Adaptability

Problem solving

Interpersonal skills

Tools

Practice management software

Job description

Veterinary Emergency Group seeks a Customer Experience Coordinator (Relief) in Tucson, AZ to define the customer experience across all touchpoints before, during, and after visits. The role emphasizes empathy, professionalism, and a passion for helping pets and their families.

You’ll grow by engaging with a busy ER team, handling communications, guiding patients and clients, and delivering memorable, compassionate service in a fast-paced setting.