Veterinary ER Customer Experience Specialist

Veterinary Emergency Group The PC; Federal Way (WA); Hybrid; USD 26,000 - 40,000; Full time

Benefits offered by this job

401K match

Free therapy or counseling

Travel stipend

Student loan repayment

Paid parental leave

Flexible work schedules

Referral program

VEG swag and perks

Job summary

Veterinary Emergency Group seeks a Customer Experience Coordinator in Federal Way, WA to shape the patient and client journey from arrival through post-visit follow-up. You’ll greet customers, manage calls and messages, guide financial options, coordinate with clinicians, and ensure a warm, efficient experience even in a busy ER setting.

This role demands empathy, multitasking, and clear communication. We offer competitive pay and day-one benefits, plus growth through mentorship and ER learning

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.
• Strong communicator, able to interact positively with diverse people.
• Strong multitasker thriving in busy environments.
• High emotional intelligence and empathy in interactions.
• Adaptable in high-stakes settings and noisy environments.
• Willing to work nights, weekends, and holidays on rotation.

Responsibilities

• Greet every customer with warmth and urgency across channels.
• Oversee customer communications and route urgent medical calls quickly.
• Deliver personalized, memorable experiences and say yes to needs.
• Listen with empathy, resolve concerns, and anticipate issues.
• Keep technicians and doctors updated on customer needs.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting information.
• Follow up after visits to check on pet care and strengthen relationships.
• Capture special moments and create lasting connections with clients.

Skills

Customer service

Communication

Multitasking

Empathy

Attention to detail

High EI

Adaptability

Noisy environment tolerance

Evening/weekend/holiday availability

Tools

Practice management software

Job description

Veterinary Emergency Group seeks a Customer Experience Coordinator in Federal Way, WA to shape the patient and client journey from arrival through post-visit follow-up. You’ll greet customers, manage calls and messages, guide financial options, coordinate with clinicians, and ensure a warm, efficient experience even in a busy ER setting.

This role demands empathy, multitasking, and clear communication. We offer competitive pay and day-one benefits, plus growth through mentorship and ER learning