Customer Experience Coordinator (Relief)

About the role

This position defines and shapes the customer journey across all touchpoints at Veterinary Emergency Group. You will partner with clinical teams in a 24/7 environment where the focus is on both pets and the people who care for them.

Customer success teams keep customers happy after the sale. They onboard new accounts, answer questions, and help users get value from a product. They watch usage signals and step in before customers churn. The role mixes support, training, and account management. Customer success teams are measured on retention, usage, and customer satisfaction. Most companies provide structured onboarding so new team members learn the product deeply first.

Key facts

What you'll do

The outcome of each interaction is a positive first impression for the customer, achieved through warm and urgent service across in-person, phone, and digital channels.

Details of every customer interaction are recorded accurately, and urgent medical calls are routed to a doctor quickly to support timely care.

Memorable experiences are created by consistently saying yes to customer needs, turning each visit into a meaningful moment for the client and their pet.

Concerns are resolved quickly and issues are anticipated to protect the customer experience, with empathy guiding every response.

Updates on customer needs are communicated clearly to nursing teams and doctors to maintain a seamless care experience for pets and clients.

Personal and financial information is safeguarded to uphold trust and security while processing payments accurately.

Post-visit follow-up confirms pet recovery and strengthens long-term relationships with the hospital.

Requirements

A minimum of 2+ years in a customer service role is required to demonstrate consistency in high-stakes situations.

Advanced proficiency in computer programs and practice management software is necessary to perform core duties efficiently.

Strong attention to detail and high organization are required to manage communications and records accurately.

The ability to interact positively with diverse individuals is essential through clear and strong communication skills.

Multitasking capabilities are needed to thrive amid chaos and manage multiple priorities at once.

Emotional intelligence must be used to read situations and adapt responses during sensitive encounters.

An adaptable and amenable approach is required when working in high-stakes, time-sensitive environments.

Problem-solving skills and a focus on innovation should drive improvements in daily customer interactions.

Comfort working in a noisy environment with strong or unpleasant odors inherent to emergency veterinary care is necessary.

Availability for nights, weekends, and holidays on a rotating or as-needed basis is required to align with hospital demand.

Collaboration with people from varied backgrounds and personality types is expected in a team-based setting.

Practical notes

This role requires availability for nights, weekends, and holidays based on hospital needs and may involve exposure to difficult odors and loud environments. You will work alongside a diverse team of professionals committed to a shared mission. for specific scheduling and application steps.

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

Emergency veterinary medicine moves quickly, and this role thrives in dynamic, patient-centered settings. Communication tools, practice management software, and payment systems form the core technology stack for this position. Success depends on empathy, adaptability, and a commitment to positive customer interactions within clinical and operational guidelines.