Veterinary ER Customer Experience Specialist

Veterinary Emergency Group The PC; Fort Worth (TX); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401K match

ER CE + travel stipend

Career growth programs

Paid parental leave

Job summary

Veterinary Emergency Group is seeking a Customer Experience Coordinator in Fort Worth, TX. You will shape the customer journey before, during, and after visits, using empathy and professional presence to deliver exceptional care for pets and their families.

Meet patients and clients with warmth, coordinate multi-channel communications, and support the veterinary team to ensure a seamless experience from check-in to follow-up care.

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 capable of interacting positively with anyone.
• Strong multitasking abilities to thrive in fast-paced environments.
• High emotional intelligence to read a room and act accordingly.
• Adaptable in high-stakes environments.
• Willing to work in a noisy environment with strong odors.
• Availability to work nights, weekends, and holidays as needed.
• Able to collaborate with diverse backgrounds and personalities.

Responsibilities

• Greet customers with warmth in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts) and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and proactively meet customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• Keep nursing team and doctors updated on customer needs for a seamless care experience.
• Provide confidential 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 pet care and strengthen relationships.
• Capture special moments and create lasting connections between customers, pets, and the hospital.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Adaptability

Attention to detail

Team collaboration

Problem solving

Noise/odors tolerance

Tools

Practice management software

Computer programs

Job description

Veterinary Emergency Group is seeking a Customer Experience Coordinator in Fort Worth, TX. You will shape the customer journey before, during, and after visits, using empathy and professional presence to deliver exceptional care for pets and their families.

Meet patients and clients with warmth, coordinate multi-channel communications, and support the veterinary team to ensure a seamless experience from check-in to follow-up care.