Veterinary ER Customer Experience Specialist

Veterinary Emergency Group (VEG); Midlothian (VA); On-site; USD 25,000 - 34,000; Full time

Benefits offered by this job

Health benefits from day one

ER CE and travel stipend

401K match

Paid parental leave

Job summary

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to define the patient and client journey through every touchpoint—before, during, and after visits. You’ll be outgoing, personable, and poised, ensuring the experience remains compassionate and efficient in a fast-paced veterinary emergency setting.

You’ll greet clients, coordinate communications, and guide them through care decisions, while supporting the medical team and maintaining high service standards that VEG is

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 and everyone.
• A strong multitasker, able to thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high stakes environments.
• 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 escalatedKeep 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

Organization

Communication

Multitasking

Emotional intelligence

Adaptability

Noise tolerance

Night shifts

Fast-paced work

Tools

Practice management software

Job description

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to define the patient and client journey through every touchpoint—before, during, and after visits. You’ll be outgoing, personable, and poised, ensuring the experience remains compassionate and efficient in a fast-paced veterinary emergency setting.

You’ll greet clients, coordinate communications, and guide them through care decisions, while supporting the medical team and maintaining high service standards that VEG is