About the job
ABOUT VETERINARY EMERGENCY GROUP (VEG)
Founded in 2014, Veterinary Emergency Group (VEG) is dedicated to revolutionizing the emergency veterinary care experience for both pets and their owners. With a commitment to challenging traditional practices, we have grown to operate numerous 24/7 emergency hospitals across the United States, ensuring quality care is always accessible. Our focus is not just on the animals but also on creating a supportive and enriching environment for our team members, affectionately known as VEGgies.
At VEG, we are committed to empowering our employees to pursue fulfilling careers within veterinary emergency medicine. Our unique approach includes open-concept hospitals that allow for diverse emergency case handling—including exotic pets—and a strong emphasis on customer-centric service to enhance the experience for everyone involved.
Our efforts have not gone unnoticed; VEG is proud to be recognized as a Great Place to Work® in 2025 and 2026.
THE ROLE
As a Customer Experience Coordinator, you will play a pivotal role in shaping the customer journey. Your passion for enhancing the experience before, during, and after their visit to VEG will be key. With an outgoing personality, you will maintain a professional demeanor and strive to prioritize the needs of our patients and clients. This position offers significant opportunities for personal and professional growth, allowing you to gain valuable experience and take your career in exciting new directions.
YOUR RESPONSIBILITIES
- Warmly greet every customer in person, over the phone, or online, demonstrating urgency and care.
- Manage all customer interactions (calls, emails, texts), ensuring accurate record-keeping and promptly directing urgent medical calls to the appropriate doctor.
- Deliver personalized, memorable experiences by creatively addressing customer needs.
- Listen with empathy, resolve concerns swiftly, and proactively anticipate potential issues.
- Keep nursing and medical staff informed about customer needs for a seamless care experience.
- Provide confidential and compassionate guidance on financial options and end-of-life decisions.
- Accurately process payments while safeguarding personal and financial information.
- Follow up with customers to ensure satisfaction and address any lingering questions.

