Veterinary ER Experience Specialist

VEG ER for Pets; Pittsburgh (Allegheny County); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401K match

Health benefits

Equity potential after 1 year

Travel stipend

Student loan repayment

Parental leave

Flexible schedules

Employee referral program

VEG swag

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator in Pittsburgh to define the customer journey through service, focus, and participation. You will embody a patient- and family-centered approach, ensuring a positive experience before, during, and after visits while collaborating with doctors and nursing staff.

Ideal candidates bring 2+ years in customer service, strong communication, and the ability to multitask in a fast-paced environment.

Qualifications

• Minimum 2+ years in a customer service role.
• Proficient with practice management software and computer programs.
• Highly organized with meticulous attention to detail.
• Strong communication skills with customers and team.
• Ability to work nights, weekends, and holidays as needed.

Responsibilities

• Greet every customer with warmth and urgency, whether in person, over the phone, or online.
• Oversee all customer communications (calls, emails, texts), record details accurately, and route urgent medical calls to a doctor quickly
• Deliver personalized, memorable experiences—always looking for creative ways to say "yes" to customer needs
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalated
• 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
• Celebrate and capture special moments (with permission), creating lasting connections between customers, their pets, and the hospital

Skills

Customer service

Communication

Organization

Multitasking

Emotional intelligence

Adaptability

Tools

Practice management software

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator in Pittsburgh to define the customer journey through service, focus, and participation. You will embody a patient- and family-centered approach, ensuring a positive experience before, during, and after visits while collaborating with doctors and nursing staff.

Ideal candidates bring 2+ years in customer service, strong communication, and the ability to multitask in a fast-paced environment.