Customer Experience Coordinator, Veterinary Emergency Group
Overview
The role owns the customer experience from first contact through post-visit follow-up for VEG hospitals. You will engage warmly with customers in person, by phone, or online to ensure compassionate, efficient care and clear communication between clients, pets, and the care team. You will contribute to a culture that values empathy, ownership, and continuous learning in a fast-paced veterinary emergency environment. This position sits within an onsite VEG location and supports a 24/7 operation.
What You'll Do9
- 1Build warm, urgent customer interactions in person, over the phone, or online
- 2Oversee all customer communications and route urgent medical calls to a doctor quickly
- 3Deliver personalized experiences and explore creative ways to say yes to customer needs
- 4Listen with empathy, resolve concerns quickly, and anticipate issues before escalation
- 5Keep nursing teams and doctors updated on customer needs for a seamless care experience
- 6Provide confidential guidance on financial options and end-of-life decisions
- 7Process payments accurately while protecting personal and financial information
- 8Follow up with customers after visits to check on their pet's care and strengthen relationships
- 9Celebrate and capture special moments to create lasting connections
Requirements10
- 12+ years of experience in a customer service role
- 2Advanced proficiency in computer programs and practice management software
- 3Highly organized with strong attention to detail
- 4Strong communication skills and positive interaction with diverse individuals
- 5Ability to multitask and thrive amid chaos
- 6High emotional intelligence to read a room and plan actions
- 7Adaptable in high stakes environments
- 8Problem solving skills and a focus on innovation
- 9Willingness to work in a noisy environment with strong or unpleasant odors
- 10Availability to work nights, weekends, and holidays on a rotating basis
Salary Insight
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Location
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