Veterinary ER Experience Lead

VEG ER for Pets; St. Louis (MO); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401K match

Learning & growth programs

ER CE travel stipend

Job summary

VEG is seeking a Customer Experience Coordinator to shape the customer's journey through service, focus, and participation. You will be outgoing, personable, and professional, advocating for patients and their families at every touchpoint.

You will help grow your career by gaining experience with our open-concept hospitals, collaborating with doctors and nursing teams, and delivering exceptional care in a fast-paced environment. Join VEG and impact the ER experience.

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; thrives amid chaos.
• High emotional intelligence; reads a room.
• Adaptable in high-stakes environments.
• Willing to work in a noisy environment with strong odors.
• Availability to work nights, weekends, and holidays on a rotating or as needed basis.
• Works well with people from all backgrounds and personalities.

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 find 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, 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 special moments and build lasting connections between customers, pets, and the hospital.

Skills

Customer service

Communication

Multitasking

Detail orientation

Emotional intelligence

Adaptable

Night/weekend availability

Noise tolerance

Job description

VEG is seeking a Customer Experience Coordinator to shape the customer's journey through service, focus, and participation. You will be outgoing, personable, and professional, advocating for patients and their families at every touchpoint.

You will help grow your career by gaining experience with our open-concept hospitals, collaborating with doctors and nursing teams, and delivering exceptional care in a fast-paced environment. Join VEG and impact the ER experience.