Veterinary ER Customer Experience Specialist

VEG ER for Pets; Leesburg (VA); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

401K match

Health & wellness benefits (start day

Travel stipend

Career growth programs

Clinical & leadership programs

Student loan repayment

Paid parental leave

Flexible schedules

Employee referral program

VEG swag & meals

Job summary

VEG is seeking a Customer Experience Coordinator to define and elevate the patient and client journey in our veterinary emergency setting. The role emphasizes compassionate teamwork, efficient communication, and proactive problem solving to ensure exceptional care for both pets and their families.

As a VEGgy, you will participate in fast-paced customer interactions, coordinate with medical staff, and guide families through financial and care decisions with empathy and clarity.

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.
• A strong communicator able to interact positively with anyone.
• A strong multitasker able to thrive amid chaos.
• High emotional intelligence and ability to read a room.

Responsibilities

• Greet customers with warmth and urgency in person, on the phone, or online.
• Oversee all customer communications and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and say yes to 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, 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 pet care and strengthen relationships.
• Celebrate and capture special moments, creating lasting connections between customers, their pets, and the hospital.

Skills

Customer service expertise

Multitasking

Empathy

Communication skills

Adaptability

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to define and elevate the patient and client journey in our veterinary emergency setting. The role emphasizes compassionate teamwork, efficient communication, and proactive problem solving to ensure exceptional care for both pets and their families.

As a VEGgy, you will participate in fast-paced customer interactions, coordinate with medical staff, and guide families through financial and care decisions with empathy and clarity.