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About the Role

As the Lead Customer Experience Coordinator, you will guide pet parents through every step of their VEG experience, setting the standard for outstanding customer care. You will mentor and inspire the Customer Experience Coordinator (CEC) team to exceed expectations, from a customer’s first phone call to their entire visit to VEG and beyond. You will bring energy, warmth, and excitement to coaching others, offering opportunities to grow as a team member and a leader.

Responsibilities

Collect and assess customer experience data to identify trends and make actionable recommendations.
Lead the CEC team through scheduling, training, mentoring, and performance feedback.
Partner with hospital leadership to align clinical and non-clinical teams for a seamless customer experience.
Oversee daily operations, including end-of-day reports, open invoices, VEG Cares grants, and online reputation.
Greet every customer warmly, ensuring urgent calls reach a doctor immediately.
Monitor hospital flow and wait times to remove bottlenecks.
Elevate the customer experience by providing comfort, empathetic listening, and quick resolution of concerns.
Provide compassionate guidance on delicate topics such as financial options or end-of-life decisions.
Foster ongoing connections with customers by following up after visits and inviting participation in their pet’s care.

Requirements

2+ years of experience in a customer service role.
1+ year of experience mentoring or managing others.
Advanced knowledge of computer programs and practice management software.
Highly organized, a strong multitasker with a keen attention to detail.
Analytical by nature, able to read and comprehend various metrics and create recommendations.
High emotional intelligence; able to read a room and plan and act accordingly.
Adaptable and amenable to high stakes environments.
A strong customer service mindset.
Strong leadership and communication skills, able to inspire and mentor others.
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.
Ability to work well in a fast-paced environment with people from all backgrounds and different personality types.

Skills

Customer service
Mentoring
Management
Computer programs
Practice management software
Organization
Multitasking
Attention to detail
Analytical skills
Emotional intelligence
Adaptability
Leadership
Communication

Location

Nationwide

Work Type

Full-time

Experience Level

Lead
2+ years customer service
1+ year management/mentoring

Salary/Compensations

$22.00 - $31.00/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 employment
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 everything wrong with the ER experience.
VEG has expanded rapidly with hospitals nationwide open 24/7, 365 days a year.
VEG offers a better emergency experience for clients, patients, and employees.
VEG transforms how ER works with open-concept hospitals that handle emergency cases of every kind, including exotics.
VEG provides an immersive, customer-focused experience to give people and their pets the care they deserve.
VEG offers unparalleled opportunities for learning and mentorship.
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's mission is “Helping people and their pets when they need it most,” and they do that better when employees feel valued, respected, and empowered to bring their authentic selves to work.
VEG is devoted to creating an environment that reflects the diverse communities they serve, where different perspectives are welcomed and celebrated.
VEG is focused on providing equitable opportunities for growth, promoting inclusive decision-making, and ensuring that everyone's perspective is considered.
Saying yes to VEG means helping build a culture where unique experiences and backgrounds contribute to a shared vision: being the world’s veterinary emergency company.