Overnight Customer Experience Coordinator - Chicago, IL (South Loop)

Veterinary Emergency Group (VEG) • Chicago, IL

1d • Onsite

About The Position

In 2014, VEG was founded with a mission to help people and their pets during emergencies, challenging the traditional ER experience. They have rapidly expanded with hospitals nationwide, open 24/7, 365 days a year, creating a better emergency experience for both customers and employees (VEGgies). VEG aims to provide a career path in veterinary emergency medicine, offering open-concept hospitals for diverse emergency cases, including exotics, and a customer-focused experience. They are committed to creating a positive environment for their VEGgies, offering a sense of value, unparalleled learning and mentorship opportunities, and a chance to make a significant impact. VEG is a certified Great Place to Work® for 2025 and 2026. As a Customer Experience Coordinator, the role involves defining the customer's experience through service, focus, and participation, with a passion for perfecting the experience before, during, and after their time at VEG. The ideal candidate is outgoing and personable, conducting themselves professionally, and always seeking ways to prioritize patient and customer experience. This role offers opportunities for career growth and development.

Requirements

• 2+ years of experience in a customer service role
• Advanced knowledge in computer programs and practice management software
• Highly organized, with strong attention to detail
• A strong communicator; able to interact positively with anyone and everyone
• A strong multitasker, able to thrive amid chaos
• High emotional intelligence, able to read a room and plan and act accordingly
• Adaptable and amenable in high stakes environments
• Must be willing 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 based on hospital needs
• Work well in a fast-paced environment with people from all backgrounds and different personality types

Responsibilities

• Greet every customer with warmth and urgency, whether in person, over the phone, or online
• Oversee all customer communications (calls, emails, texts), record details accurately, and route urgent medical calls to a doctor quickly
• Deliver personalized, memorable experiences—always looking for creative ways to say “yes” to customer needs
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate
• Keep nurses and doctors updated on customer needs for a seamless care experience.
• Provide confidential, compassionate guidance on financial options and end-of-life decisions
• Process payments accurately while protecting personal and financial information
• Follow up with customers after visits to check on their pet’s care and strengthen relationships
• Celebrate and capture special moments (with permission), creating lasting connections between customers, their pets, and the hospital

Benefits

• Competitive compensation, including base and 401K match
• Comprehensive health and wellness benefits that start on day one, including QPR training and access to free therapy or counseling
• Based on your role, you may be eligible for equity after one year of full time, active employment with VEG, so you can share in our growth and success
• A BIG focus on learning and growth, from VEG-created clinical and leadership programs to unlimited ER CE + travel stipend (no really!). Full-time credentialed VEGgies receive a $2,500/year travel stipend. Full-time uncredentialed VEGgies receive a $1,000/year travel stipend.
• Clinical student loan repayment so you don’t need to worry about your student debt
• Paid parental leave, up to 10 weeks at 100% of regular salary and inclusive fertility and family-building care for all types of families
• Flexible work schedules to support your life outside of work
• Generous employee referral program, so our awesome people can bring in more awesome people
• And the little (big) things, like comfy scrubs, cool VEG swag, and food in the fridge for when you’re hungry

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees