Veterinary ER Experience Lead

VEG ER for Pets; Santa Monica (CA); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

Competitive pay: $19–$29/hr

Flexible schedules

Referral program

Scrubs provided

VEG swag

Fridge with snacks

Job summary

VEG ER for Pets in Santa Monica is seeking a Customer Experience Coordinator to define the customer journey across in-person, phone, and online channels.

As a valued team member, you will greet customers warmly, route urgent medical calls, and deliver memorable, compassionate service to pets and their families. This role offers flexible shifts, opportunities to grow with a fast-paced veterinary emergency team, and meaningful chances to impact patient care and client relationships.

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 with diverse audiences.
• Ability to multitask and thrive in a fast-paced environment.
• High emotional intelligence and adaptability in high-stakes settings.
• Willingness to work in a noisy environment with odors.
• Availability to work nights, weekends, and holidays on rotating shifts.

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 proactively address customer needs.
• Listen with empathy, resolve concerns promptly, and anticipate issues.
• Keep nursing team and doctors updated on customer needs for a smooth care experience.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting personal information.
• Follow up with customers after visits to check on their pet's care and reinforce relationships.
• Capture special moments (with consent) to strengthen connections between clients, their pets, and the hospital.

Skills

Customer service

Software proficiency

Organization

Communication

Multitasking

Emotional intelligence

Adaptability

Problem solving

Night/weekend availability

Tools

Practice management software

Job description

VEG ER for Pets in Santa Monica is seeking a Customer Experience Coordinator to define the customer journey across in-person, phone, and online channels.

As a valued team member, you will greet customers warmly, route urgent medical calls, and deliver memorable, compassionate service to pets and their families. This role offers flexible shifts, opportunities to grow with a fast-paced veterinary emergency team, and meaningful chances to impact patient care and client relationships.