Veterinary ER Experience Lead | Flexible Hours & Growth

Veterinary Emergency Group (VEG); Braintree (MA); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

401K match

Travel stipend

Student loan repayment

Parental leave

Flexible schedules

Referral program

VEG swag

Job summary

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to shape the patient and client journey before, during, and after visits. You will be a warm, professional presence, ensuring each interaction reflects VEG’s commitment to exceptional care for both pets and people.

You’ll grow your career in a fast-paced emergency environment, collaborating with veterinarians, nurses, and support staff.

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 able to thrive amid chaos.
• High emotional intelligence; read the room and act accordingly.
• Adaptable and amenable 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.

Responsibilities

• Greet every customer with warmth and urgency, in person, over the phone, or online.
• Oversee customer communications (calls, emails, texts) and route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and find ways to say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate.
• 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 pet care and strengthen relationships.
• Celebrate and capture special moments, creating lasting connections.

Skills

Customer service experience

Computer programs

Practice management software

Highly organized

Strong communicator

Multitasking

Emotional intelligence

Adaptability

Work nights/weekends/holidays

Tools

Practice management software

Job description

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to shape the patient and client journey before, during, and after visits. You will be a warm, professional presence, ensuring each interaction reflects VEG’s commitment to exceptional care for both pets and people.

You’ll grow your career in a fast-paced emergency environment, collaborating with veterinarians, nurses, and support staff.