Veterinary ER Customer Experience Specialist

VEG ER for Pets; Millburn (NJ); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive pay

Clinical leadership programs

Unlimited ER CE + travel stipend

Part-time travel stipend

Flexible schedules

Referral program

VEG swag & fridge snacks

Job summary

VEG seeks a Customer Experience Coordinator to shape the client journey before, during, and after visits, bringing warmth and professionalism to every interaction. You will route urgent medical calls, coordinate with doctors, and ensure a compassionate, efficient experience for both pets and their families.

With a focus on learning and career growth, you’ll thrive in a fast-paced ER environment, balancing multiple tasks while upholding confidentiality and high-quality care standards.

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; interact positively with anyone.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence; read a room and plan accordingly.
• Adaptable in high-stakes environments.
• Willing to work in a noisy environment with strong odors.
• Availability to work nights, weekends, and holidays on a rotating basis.

Responsibilities

• Greet every customer with warmth and urgency in person, on the phone, or online.
• Oversee all customer communications (calls, emails, texts), record details, route urgent medical calls.
• Deliver personalized, memorable experiences and say yes to customer needs.
• Listen with empathy, resolve concerns quickly, 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.
• Celebrate and capture special moments, creating lasting connections.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Attention to detail

Tools

Practice management software

Computer programs

Job description

VEG seeks a Customer Experience Coordinator to shape the client journey before, during, and after visits, bringing warmth and professionalism to every interaction. You will route urgent medical calls, coordinate with doctors, and ensure a compassionate, efficient experience for both pets and their families.

With a focus on learning and career growth, you’ll thrive in a fast-paced ER environment, balancing multiple tasks while upholding confidentiality and high-quality care standards.