Veterinary ER Experience Architect

VEG ER for Pets; Gaithersburg (MD); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Base salary plus 401K match

Health benefits from day one

Travel/study stipends

Learning and leadership programs

Student loan repayment

Parental leave

Flexible schedules

Employee referral program

VEG swag and meals

Job summary

VEG is seeking a Customer Experience Coordinator to shape the client journey before, during, and after visits. You will engage customers with warmth and urgency, handling communications and guiding families through care decisions in a fast-paced veterinary emergency setting.

You will collaborate with nurses and doctors, manage financial guidance, and maintain high service levels while delivering compassionate support in a high-energy hospital environment.

Qualifications

• At least 2+ years in a customer service role.
• Advanced knowledge of practice management software and computer programs.
• Highly organized with strong attention to detail.
• Excellent communication with customers and team members.
• Able to multitask in a fast-paced environment.
• High emotional intelligence and adaptability.
• Willing to work in a noisy environment with odors.
• Willing to work nights, weekends, and holidays as hospital needs.

Responsibilities

• Greet customers warmly in person, by phone, or online.
• Manage all customer communications (calls, emails, texts) and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences while saying yes to customer needs.
• Listen with empathy, resolve concerns quickly, anticipate issues, and keep the nursing team updated.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting personal information.
• Follow up after visits to monitor pet care and strengthen relationships.
• Capture and celebrate meaningful moments with permission to build connections.

Skills

Customer service experience

Practice management software

Highly organized

Strong communicator

Multitasking

Emotional intelligence

Adaptable

Able to work in noisy environment

Night, weekend, holiday availability

Collaborative with diverse teams

Tools

Practice management software

Job description

VEG is seeking a Customer Experience Coordinator to shape the client journey before, during, and after visits. You will engage customers with warmth and urgency, handling communications and guiding families through care decisions in a fast-paced veterinary emergency setting.

You will collaborate with nurses and doctors, manage financial guidance, and maintain high service levels while delivering compassionate support in a high-energy hospital environment.