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About the Role

As a Customer Experience Coordinator, you will define the customer’s experience through service, focus, and participation. You are passionate about perfecting the experience before, during, and after their time at VEG. Outgoing and personable, you conduct yourself professionally in both demeanor and presence, finding ways to say yes and putting patient and customer experience above all else. This role offers the opportunity to grow your career 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

Salary/Compensations

CA$20/hr - CA$28/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
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 born 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, creating a better emergency experience for clients and employees.
VEG transforms how ER works with open-concept hospitals handling all kinds of emergency cases, and an immersive, customer-focused experience.
VEG is committed to creating the greatest experience for its employees, offering a place to find value, unparalleled learning and mentorship opportunities, and the chance to make an 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 it serves, where different perspectives are welcomed and celebrated.
VEG is focused on providing equitable opportunities for growth, promoting inclusive decision-making, and ensuring everyone's perspective is considered.