Veterinary ER Experience Architect

VEG ER for Pets; Murfreesboro (TN); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive compensation

401K match

Health and wellness benefits

Travel stipend for ER CE

Student loan repayment

Parental leave

Flexible schedules

Referral program

VEG swag and amenities

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator to define the pet-owner journey through every touchpoint in a fast-paced veterinary emergency setting. You will greet customers warmly, manage multi-channel communications, and partner with doctors to ensure compassionate, efficient care.

You will guide families through financial options, help with post-visit follow-ups, and contribute to a culture that values mentorship, learning, and personal growth for VEGgies.

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 diverse people.
• Able to multitask and thrive in a fast-paced environment.
• High emotional intelligence and adaptability in high-stakes settings.
• Willing to work in a noisy environment with strong odors.
• Available nights, weekends, and holidays as needed.

Responsibilities

• Greet every customer with warmth and urgency in person, on the phone, or online.
• Oversee all customer communications (calls, emails, texts); route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and look for ways to say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and 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 their pet's care and strengthen relationships.
• Capture special moments with permission to create lasting connections.

Skills

Customer service

Communication

Organization

Empathy

Tools

Practice management software

Computer programs

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator to define the pet-owner journey through every touchpoint in a fast-paced veterinary emergency setting. You will greet customers warmly, manage multi-channel communications, and partner with doctors to ensure compassionate, efficient care.

You will guide families through financial options, help with post-visit follow-ups, and contribute to a culture that values mentorship, learning, and personal growth for VEGgies.