Customer Experience Coordinator (Relief) - Miami, FL

Veterinary Emergency Group (VEG) • Miami, FL

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About The Position

VEG is hiring a Customer Experience Coordinator to help shape the customer experience before, during, and after visits to its veterinary emergency hospital. The role focuses on delivering attentive, personalized service, communicating customer needs to the care team, and supporting customers through stressful and sensitive situations. The coordinator is expected to be professional, personable, empathetic, and committed to putting pets and customers first.

Requirements

• At least 2 years of experience in a customer service role.
• Advanced proficiency with computer programs and practice management software.
• Strong organizational skills and attention to detail.
• Strong communication skills and the ability to interact positively with a wide range of people.
• Ability to multitask and thrive amid chaos.
• High emotional intelligence, including the ability to read a room and respond accordingly.
• Adaptability in high-stakes environments.
• Problem-solving skills and a focus on innovation.
• Willingness 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, depending on hospital needs.
• Ability to work in a fast-paced environment with people from diverse backgrounds and personality types.

Responsibilities

• Greet customers warmly and promptly in person, by phone, or online.
• Oversee customer communications by phone, email, and text; accurately record details and quickly route urgent medical calls to a doctor.
• Create personalized, memorable experiences and look for creative ways to meet customer needs.
• Listen empathetically, resolve concerns promptly, and anticipate issues before they escalate.
• Keep the nursing team and doctors informed about customer needs.
• Provide confidential and compassionate guidance about financial options and end-of-life decisions.
• Process payments accurately and protect personal and financial information.
• Follow up with customers after visits to check on their pet’s care and strengthen relationships.
• Capture and celebrate special moments with permission, helping build connections between customers, their pets, and the hospital.

Benefits

• Competitive compensation.
• Flexible work schedules.
• Employee referral program.
• Comfy scrubs and VEG swag.
• Food in the fridge for employees.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed