Customer Experience Coordinator - Northville, MI

Customer Experience Coordinator - Northville, MI

Join the team at VEG ER for Pets as a Customer Experience Coordinator, where your focus will be on creating an outstanding experience for our patients’ families before, during, and after their visit.

In 2014, VEG began with the mission to help people and their pets when they need it most. Since then we have expanded rapidly, operating hospitals nationwide that are open 24/7, 365 days a year. We are committed to providing a better emergency experience, not only for people and their pets, but also for everyone who works here—our VEGgies.

As a Customer Experience Coordinator, you will define the customer's experience through service, focus, and participation—helping to perfect the experience before, during, and after their time going and personable, you will conduct yourself professionally and be passionate about putting the patient and customer experience above all else.

• 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 escalated.
• 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.

• 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.
• 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.

• Empathetic, instinctively taking a people‑centric approach, whether supporting colleagues or striving to understand different perspectives.
• Have a sense of humility; acknowledging mistakes, sharing credit with others, and lifting up your team’s accomplishments.
• Feel a strong sense of ownership over your work, taking responsibility for outcomes and staying committed to achieving long‑term, impactful results.
• Curious by nature; you ask insightful questions and continuously seek out opportunities to learn and grow your skills and knowledge.

• Competitive compensation, including base and 401(k) match.
• Comprehensive health and wellness benefits that start on day one, including QPR training and access to free therapy or counseling.
• Potential equity after one year of full‑time, active employment with VEG.
• Learning and growth opportunities, from VEG‑created clinical and leadership programs to unlimited ER CE and travel stipend (full‑time credentialed VEGgies receive a $2,500/year stipend; uncredentialed receive $1,000/year).
• Clinical student loan repayment.
• Paid parental leave, up to 10 weeks at 100% of regular salary, and inclusive fertility and family‑building care for all families.
• Flexible work schedules to support your life outside of work.
• Generous employee referral program.
• Other perks such as comfortable scrubs, VEG swag, and food in the fridge for when you’re hungry.

At VEG, diversity is not just a word—it’s a strength that fuels innovation and kindness. Our mission is to help people and their pets when they need it most. We are committed to creating an environment that reflects the diverse communities we serve, where different perspectives are welcomed and celebrated. Inclusive growth, equitable opportunities, and collaborative decision‑making are integral to our culture.

• Seniority level:
  Entry level
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industries:
  Veterinary Services