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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
Computer programs
Practice management software
Communication
Multitasking
Emotional intelligence
Adaptability

Work Type

Full-time

Experience Level

2+ years of experience

Benefits

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

About the Company

In 2014, VEG was born with a mission to help people and their pets when they need it most, challenging the status quo and fixing everything that was wrong with the ER experience.
VEG has expanded rapidly with hospitals nationwide, open 24/7, 365 days a year, creating a better emergency experience for clients and employees.
VEG offers opportunities to grow careers in veterinary emergency medicine, transforming how ER works with open-concept hospitals and an immersive, customer-focused experience.
VEG is committed to creating a great experience for its employees, offering a place to belong, feel valued, and have 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 is devoted to creating an environment that reflects the diverse communities served, 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.