About the job
About Veterinary Emergency Group
Veterinary Emergency Group (VEG), founded in 2014, focuses on delivering top-quality care for pets during emergencies. With a mission to improve the emergency veterinary experience for pets and their owners, VEG operates 24/7 hospitals across a growing network. The company challenges traditional approaches to create a supportive atmosphere for both patients and staff.
VEG’s open-concept hospitals expose team members to a wide variety of emergency cases, including care for exotic animals. The environment centers on customer service and ensures each pet receives focused attention. Team members, known as VEGgies, are encouraged to grow professionally and are valued for their contributions. VEG has earned recognition as a Great Place to Work® for 2025 and 2026, reflecting its commitment to employee well-being and career growth.
Role Overview: Customer Experience Coordinator
The Customer Experience Coordinator plays a key part in shaping each client’s journey, from first contact to follow-up. This role calls for an outgoing, professional approach and a dedication to making every interaction positive. The position offers opportunities to build new skills and explore career growth in veterinary emergency medicine.
Main Responsibilities
- Greet every customer warmly, whether in person, by phone, or online.
- Handle customer communications (calls, emails, texts) accurately and direct urgent medical concerns to the veterinary team without delay.
- Seek creative ways to deliver personalized, memorable experiences for clients and their pets.
- Listen with empathy, resolve concerns efficiently, and anticipate potential challenges.
- Keep veterinary staff updated on customer needs to support seamless care.
- Offer confidential, compassionate guidance on financial options and end-of-life decisions for pets.
- Process payments accurately while protecting sensitive information.
- Follow up with clients to confirm their needs were met and to improve future experiences.
Location
Jacksonville, Florida, United States

