Customer Experience Coordinator (Relief)

About the role

The Customer Experience Coordinator (Relief) is responsible for shaping the customer journey across the emergency visit at a 24/7 nationwide veterinary network, ensuring that every interaction reflects service, urgency, and empathy. This role owns the experience before, during, and after care, acting as a critical point of contact for customers and a supportive partner to VEG teammates. The position creates structured opportunities for learning and career growth by immersing the hire in the workflows and challenges of emergency veterinary medicine. Success in this role is defined by the ability to balance high-pressure situations with calm, professional communication. The hire will directly influence customer satisfaction and retention through timely and compassionate engagement. This is a relief role that requires adaptability to varying schedules and the evolving needs of multiple hospital locations. The position serves as a vital link between the clinical team and the customer, translating medical updates into clear and reassuring experiences.

Key facts

What you'll do

Greet every customer with warmth and urgency across in-person, phone, and online channels to initiate a professional experience for people and pets.

Oversee all customer communications, recording details accurately, and routing urgent medical calls to doctors quickly to ensure timely care.

Deliver personalized, memorable experiences and say yes to customer needs to create distinctive support at every touchpoint.

Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate to protect the customer journey.

Utilize practice management software and communication tools to manage patient interactions and maintain organized records.

Support seamless care in high volume environments by coordinating with veterinary teams and navigating sensitive customer situations.

Adapt behavior in high stakes situations to maintain a calm and approachable presence for clients and animals.

Demonstrate strong communication skills to foster positive interactions with diverse individuals and build trust.

Apply problem solving skills and a focus on innovation to drive continuous improvement in the customer experience.

Willingness to work in a noisy environment with strong or unpleasant odors is mandatory for this role.

Maintain availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs.

Exercise high emotional intelligence to read a room and plan actions accordingly in real time.

Thrive in a fast-paced environment while working effectively with people from diverse backgrounds.

Show adaptability and amenable behavior when facing changing priorities and urgent requests.

Requirements

2+ years of experience in a customer service role is required for this position.

Advanced proficiency in computer programs and practice management software is necessary for efficient operations.

Highly organized work with strong attention to detail to manage communications and records effectively.

Strong communication skills must support positive interactions with diverse individuals.

The ability to multitask and thrive amid chaos is essential in this emergency environment.

High emotional intelligence to read a room and plan actions accordingly is required.

Adaptable and amenable behavior is needed in high stakes situations.

Problem solving skills and a focus on innovation drive continuous improvement.

Willingness to work in a noisy environment with strong or unpleasant odors is mandatory.

Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs is required.

The capacity to work effectively in a fast-paced environment with people from diverse backgrounds is necessary.

A Bachelor's degree is required for this role.

Professionalism and discretion when handling confidential customer information is required.

Practical notes

This relief role requires adaptability to varying schedules and hospital needs.

You will work closely with veterinary teams and navigate sensitive customer situations.

Typical interview steps

Customer success interviews usually include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call. Some loops test product knowledge. Empathy and clear writing are the core skills. Interviewers often ask how you would bring an unhappy account back on track. Structure your answer around listening, a plan, and follow up.

Good to know

Customer service in veterinary emergency medicine combines empathy with fast decision making.

The role uses practice management software and communication tools to manage patient interactions.

Team collaboration is central to maintaining seamless care in high volume environments.

Problem solving and innovation help improve the customer experience continuously.

Work settings can include nights, weekends, holidays, and exposure to clinical odors.

Career growth

Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.