Customer Experience Coordinator; Per Diem - Columbus, OH; Easton

Customer Experience Coordinator (Per Diem) – Columbus, OH (Easton)

VEG is a rapidly growing emergency veterinary company with hospital locations across the United States. Our mission is to help people and their pets when they need it most. We are revolutionizing emergency medicine with a “customer first” mentality and a true, employee‑centric work environment.

We want people and their pets to feel safe, secure, and valued. We aim to provide the best experience for our customers and our employees alike. With the highest NPS score in our industry and a nomination for INC Magazine’s Best Places to Work, we’re building a place where the best and brightest in emergency veterinary care want to work, stay, and grow.

The Customer Experience Coordinator shepherds pet parents through their entire visit, obsessing over creating incredible experiences and over‑delivering at every touchpoint.

• Answer incoming calls immediately and with a smile.
• Manage inbound customer communications (email, text, phone).
• Record accurate call information such as referring vet details.
• Transfer phone calls related to medical matters to a doctor promptly.
• Greet customers warmly at entrance, announce their arrival to the team, and check them in.
• Monitor wait times, identify bottlenecks and suggest workflow efficiencies.
• Offer beverages or snacks and create a curated experience.
• Listen to customers’ needs with intent to understand.
• Own customer complaints, empathize, and resolve them quickly.
• Anticipate and prevent issues that could upset customers.
• Invite customers to provide feedback via post‑visit survey.
• Collect and share positive feedback; celebrate wins; identify patterns for improvement.
• Process payments and keep customer records accurate.
• Accompany customers to exit and thank them for choosing us.
• Always find a creative way to say “yes” to our customers’ needs.
• Engage with customers while they wait to enhance satisfaction.
• Support nurses and doctors with real‑time feedback about customer needs.
• Provide confidentiality around personal financial details and recommend suitable financial solutions.
• Educate customers on end‑of‑life options such as cremation.
• Follow‑up 24 hours after visit via call/text.
• Encourage customers to stay with their pet; initiate video chats when needed.
• Identify creative opportunities for safe customer participation.
• Capture special moments with customer permission.
• Create personalized experiences for pet and owner.

• Minimum 2 years experience in a customer‑service role.
• Advanced proficiency with computer programs and practice‑management software.
• Highly organized with strong attention to detail.
• Excellent communication skills for all audiences.
• Strong multitasking abilities.
• High emotional intelligence; able to “read a room” and act accordingly.
• Adaptable and amenable under high‑stakes, chaotic situations.
• Innate people‑pleaser.
• Professional and approachable demeanor.

• Industry‑leading compensation.
• Flexible work schedules for a true work‑life balance.
• Something new every day—no boredom in emergency medicine.
• Opportunity to work with the latest equipment and technology.
• Hospital stocked with fresh groceries and snacks, plus contests and company outings.
• Referral rewards.

VEG celebrates diversity and is committed to creating an inclusive workplace that represents a variety of backgrounds, perspectives, and skills. We are an equal‑opportunity employer.