Veterinary ER Customer Experience Specialist

VEG ER for Pets; Washington (District of Columbia); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401K match

Travel stipend

Paid parental leave

Flexible schedules

Employee referrals

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator to define the patient and client journey—from greeting to post-visit follow-up. You will engage with clients warmly, coordinate calls and messages, and support clinical staff to ensure a compassionate, efficient experience across all touchpoints.

You'll handle payments, guide families through financial options, and help create a memorable visit for both pets and their people.

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 able to interact positively with anyone.
• Strong multitasker who can thrive amid chaos.
• High emotional intelligence and adaptability in high-stakes environments.
• Willing to work in a noisy environment with odors.
• Available to work nights, weekends, and holidays as needed.
• Collaborates well with diverse teams.

Responsibilities

• Greet every customer with warmth and urgency in person, by phone, or online.
• Oversee all customer communications and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and find ways to say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• Keep nurses 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.
• Capture and celebrate meaningful moments, building lasting connections with customers and the hospital.

Skills

Customer service experience

Strong communication

Multitasking

Emotional intelligence

Tools

Practice management software

CRM systems

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator to define the patient and client journey—from greeting to post-visit follow-up. You will engage with clients warmly, coordinate calls and messages, and support clinical staff to ensure a compassionate, efficient experience across all touchpoints.

You'll handle payments, guide families through financial options, and help create a memorable visit for both pets and their people.