Customer Experience Coordinator (Overnight) - Ann Arbor, MI

Veterinary Emergency Group (VEG) • Ann Arbor, MI

4d • Onsite

About The Position

VEG is hiring a Customer Experience Coordinator to shape customers’ experiences before, during, and after their visits. The role emphasizes warm, professional service, empathy, and putting patient and customer experience first in a veterinary emergency hospital. The coordinator communicates with customers across in-person, phone, and online channels; supports smooth coordination between customers and the medical team; handles payments and sensitive information; and follows up after visits. The position is based in Ann Arbor, Michigan, and requires availability for nights, weekends, and holidays on a rotating or as-needed basis.

Requirements

• At least 2 years of experience in a customer service role.
• Advanced knowledge of 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 in a fast-paced environment.
• High emotional intelligence, including the ability to read a room and respond appropriately.
• Adaptability and composure in high-stakes environments.
• 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 with people from varied backgrounds and personality types.

Nice To Haves

• No preferred qualifications explicitly stated.

Responsibilities

• Greet every customer warmly and promptly in person, by phone, or online.
• Oversee customer communications, including calls, emails, and texts; accurately record details and quickly route urgent medical calls to a doctor.
• Create personalized, memorable experiences and seek creative ways to meet customer needs.
• Listen empathetically, resolve concerns quickly, and anticipate issues before they escalate.
• Keep the nursing team and doctors informed about customer needs to support seamless care.
• Provide confidential, compassionate guidance about financial options and end-of-life decisions.
• Process payments accurately while protecting personal and financial information.
• Follow up with customers after visits about their pet’s care and to strengthen relationships.
• Celebrate and capture special moments with permission, building connections among customers, their pets, and the hospital.

Benefits

• Competitive compensation, including a base salary and 401(k) match.
• Comprehensive health and wellness benefits starting on day one, including QPR training and access to free therapy or counseling.
• Potential eligibility for equity after one year of full-time, active employment, depending on role.
• Learning and growth programs, unlimited emergency-room continuing education, and a travel stipend for qualifying full-time employees: $2,500 per year for credentialed employees and $1,000 per year for uncredentialed employees.
• Clinical student loan repayment.
• Paid parental leave of up to 12 weeks at 100% of regular salary, with fertility and family-building care for all types of families.
• Flexible work schedules.
• Employee referral program.
• Comfy scrubs, company swag, and food in the fridge.

What This Job Offers

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