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About the Role

As a Customer Experience Coordinator, you will define the customer’s experience through service, focus, and participation, ensuring a seamless experience before, during, and after their time at VEG. This role offers opportunities for career growth and valuable experience in unexpected and rewarding directions.

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 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 their pet’s care and strengthen relationships.
• Celebrate and capture special moments (with permission), creating lasting connections between customers, their pets, and the hospital.

Requirements

• 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.
• A strong communicator; able to interact positively with anyone and everyone.
• A strong multitasker, able to thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high stakes environments.
• Must be willing to work in a noisy environment with strong or unpleasant odors.
• Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs.
• Work well in a fast-paced environment with people from all backgrounds and different personality types.

Skills

• Customer Service
• Communication
• Organization
• Attention to Detail
• Multitasking
• Emotional Intelligence
• Adaptability

Experience Level

• 2+ years of experience

Salary/Compensations

• $19.00 - $29.00/hr

Benefits

• Competitive compensation
• 401K match
• Comprehensive health and wellness benefits that start on day one
• QPR training
• Access to free therapy or counseling
• Potential eligibility for equity after one year of full time, active employment
• Focus on learning and growth
• VEG-created clinical and leadership programs
• Unlimited ER CE + travel stipend ($2,500/year for full-time credentialed, $1,000/year for full-time uncredentialed)
• Clinical student loan repayment
• Paid parental leave, up to 12 weeks at 100% of regular salary
• Inclusive fertility and family-building care
• Flexible work schedules
• Generous employee referral program
• Comfy scrubs
• Cool VEG swag
• Food in the fridge

About the Company

• VEG was founded in 2014 with a mission to help people and their pets when they need it most by challenging the status quo and fixing issues within the ER experience.
• VEG has expanded nationwide with 24/7 hospitals, aiming to create a better emergency experience for clients and employees.
• VEG offers opportunities for career growth in veterinary emergency medicine, transforming ER operations with open-concept hospitals and an immersive, customer-focused experience.
• VEG is committed to creating a positive work environment where employees feel valued, have opportunities for learning and mentorship, and can make a significant impact.
• VEG is a 2025 and 2026 certified Great Place to Work®.

Equal Opportunity

• At VEG, diversity is a strength that fuels innovation and kindness.
• VEG is devoted to creating an environment that reflects the diverse communities served, where different perspectives are welcomed and celebrated.
• VEG focuses on providing equitable opportunities for growth, promoting inclusive decision-making, and ensuring everyone's perspective is considered.
• VEG aims to build a culture where unique experiences and backgrounds contribute to a shared vision of being the world’s veterinary emergency company.