About the job
ABOUT VEG
Founded in 2014, the Veterinary Emergency Group (VEG) is dedicated to providing exceptional care for pets and their owners during emergency situations. Our mission has been to transform the emergency room experience, ensuring that it meets the needs of both pets and their humans. With 24/7 availability across our rapidly expanding network of hospitals, we pride ourselves on creating a better emergency experience for everyone involved—our patients, their owners, and our dedicated staff, affectionately known as VEGgies!
At VEG, we empower you to pursue your career in veterinary emergency medicine like never before. Our open-concept hospitals are designed for you to handle a diverse range of emergency cases, including exotics, while fostering an immersive, customer-focused environment that prioritizes exceptional care.
We are committed to providing our VEGgies with the best possible experience, which includes a supportive environment where you can thrive, feel valued, and discover unparalleled opportunities for growth and mentorship. Join us in making a significant impact in the lives of pets and their families.
VEG is proud to be certified as a Great Place to Work® in both 2025 and 2026.
THE JOB
As a Customer Experience Coordinator, your role is pivotal in shaping the customer journey through dedicated service and proactive engagement. You are enthusiastic about enhancing every aspect of the customer experience at VEG, ensuring satisfaction before, during, and after their visit. Your friendly demeanor, combined with professional conduct, allows you to effectively communicate with customers, always prioritizing their needs and the well-being of their pets. This position offers you the chance to cultivate valuable experience and take your career in exciting and fulfilling directions.
WHAT YOU’LL DO
- Welcome every customer with a warm and urgent approach, whether in person, over the phone, or online.
- Manage all customer communications (calls, emails, texts), accurately document details, and promptly direct urgent medical inquiries to a veterinarian.
- Provide personalized and memorable experiences, consistently seeking creative solutions to fulfill customer needs.
- Exhibit empathy while listening and swiftly resolving concerns, anticipating issues before they arise.
- Keep nursing and veterinary staff informed of customer needs for seamless care delivery.
- Offer confidential and compassionate guidance regarding financial options and end-of-life decisions.
- Accurately process payments while safeguarding personal and financial data.
- Conduct follow-ups with customers to ensure their ongoing satisfaction.

