About the job
ABOUT VETERINARY EMERGENCY GROUP (VEG)
Founded in 2014, Veterinary Emergency Group (VEG) was established with a commitment to providing exceptional care for pets and their owners during critical moments. By revolutionizing the emergency room experience, we have rapidly expanded our network of hospitals across the country, available 24/7, 365 days a year. Our aim is to create a better emergency care experience not just for pets and their owners but for our dedicated staff—our VEGgies!
At VEG, we empower you to pursue your career in veterinary emergency medicine. Our innovative open-concept hospitals allow you to handle a variety of emergency cases, including exotic animals, while our customer-centric approach ensures that both pets and their owners receive the highest quality of care.
We believe in saying yes to a fulfilling career and strive to create an exceptional work environment where our employees feel valued and appreciated. With ongoing opportunities for learning and mentorship, you can grow in your career and make a significant impact in ways you may have never imagined.
VEG has been certified as a Great Place to Work® in 2025 and 2026.
ROLE OVERVIEW
As a Customer Experience Coordinator, you will play a key role in shaping the customer experience at VEG. Your passion for delivering outstanding service will ensure that clients feel supported before, during, and after their visit. You will engage with customers in a professional and personable manner, always prioritizing their needs and looking for creative solutions to enhance their experience.
KEY RESPONSIBILITIES
- Welcome every customer with warmth and urgency, whether in person, via phone, or online.
- Manage all customer communications (calls, emails, texts), accurately record details, and promptly direct urgent medical calls to a veterinarian.
- Deliver personalized and memorable experiences by creatively addressing customer needs.
- Listen with empathy, resolve concerns swiftly, and proactively address potential issues.
- Keep veterinary staff informed about customer needs to ensure a fluid care experience.
- Provide confidential and compassionate guidance regarding financial options and end-of-life decisions.
- Process payments accurately while safeguarding personal and financial information.
- Follow up with customers to ensure satisfaction and continued support.

