Veterinary ER Customer Experience Specialist

Veterinary Emergency Group (VEG); Upper Moreland Township (Montgomery County); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

401K match

Health and wellness benefits

ER CE travel stipend

Flexible schedules

Paid parental leave

Therapy or counseling benefits

Job summary

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to shape the client journey across in-person, phone, and online channels. You will ensure compassionate, efficient interactions while guiding families through decisions about care and payment options.

You will collaborate with veterinarians and nurses to maintain a seamless care experience and grow within a dynamic emergency medicine team.

Qualifications

• Minimum 2+ years in a customer service role.
• Advanced knowledge in computer programs and practice management software.
• Strong organizational skills and attention to detail.
• Excellent communication with diverse audiences.
• Ability to multitask in a fast-paced, high-stakes environment.

Responsibilities

• Greet every customer with warmth and urgency, 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 say “yes” to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate.
• Keep nurses 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 information.
• Follow up with customers after visits to check on pet care and relationships.
• Celebrate and capture special moments, creating lasting connections between customers, pets, and hospitals.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Organization

Noise tolerance

Night shifts

Practice management software

Tools

Practice management software

Job description

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to shape the client journey across in-person, phone, and online channels. You will ensure compassionate, efficient interactions while guiding families through decisions about care and payment options.

You will collaborate with veterinarians and nurses to maintain a seamless care experience and grow within a dynamic emergency medicine team.