Customer Experience Coordinator; Part Time - Murfreesboro, TN

Customer Experience Coordinator (Part Time) – Murfreesboro, TN

Join VEG ER for Pets 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.

VEG is a rapidly growing emergency company with hospital locations across the United States.

At VEG, we want people and their pets to feel safe, secure, and valued; we want our employees to feel the same way. We have the highest NPS score in our industry and are contenders for INC Magazine's Best Places to Work.

The Customer Experience Coordinator shepherds pet parents through their entire experience, obsessing over creating incredible experiences for our customers and delivering more than expected at every touchpoint.

A successful coordinator is outgoing, personable, thriving in chaos, a strong verbal communicator, emotionally intelligent, organized, a natural problem solver, and passionate about delivering impeccable customer experiences. They are humble yet assertive, drive results, and constantly strive to improve the customer experience.

• Answer incoming calls immediately and with a smile
• Manage incoming customer communications (email, text, phone)
• Record call information accurately
• Ensure calls are transferred to a doctor quickly for medical matters
• Stand & greet customers warmly upon entrance, announce presence to the team, and check them in
• Monitor wait times and identify bottlenecks to improve workflow efficiency
• Offer beverages or snacks and provide a unique, curated experience
• Listen to customers’ needs to understand intent
• Takes ownership of customer complaints, resolves them quickly, and anticipates hiccups
• Invites customers to provide feedback via survey and celebrates wins with the team
• Collects and shares positive feedback, identifying patterns to improve flow and efficiency
• Processes payments and maintains accurate customer records and payment history
• Accompanies customers to exit and thanks them for trusting us with their pet’s care
• Always finds a creative way to say yes to customer needs

• Engage in conversations with customers while they wait
• Optimize satisfaction, wait time, and ER utilization by checking in with customers and the care team
• Provides feedback to nurses and doctors on customer needs
• Maintains confidentiality around customer personal and financial information and helps find the best financial solution
• Educates customers on end‑of‑life details such as cremation options
• Calls/texts customers 24 hours after their visit to follow up on their pet’s care
• Ensures customers are invited to stay with their pet
• Initiates video chats between customers, their pet, and our team when they cannot be in the hospital

• Identifies creative opportunities for customer participation in a valuable and safe way
• Celebrates and captures special moments, with permission from the customer
• Creates a personalized experience for the customer and their pet

• 2+ years of customer‑service experience
• Advanced proficiency with computer programs and practice‑management software
• Highly organized and detail oriented
• Effective communication with anyone and everyone
• Strong multitasking skills
• High emotional intelligence; able to read a room and act accordingly
• Adaptable and amenable in high‑stakes environments
• A natural people‑pleaser
• Professional and approachable demeanor

• Industry‑leading compensation
• 401(k) with company match
• Health, vision, and dental insurance
• 10 weeks of paid parental leave at 100% salary
• Unlimited continuing education opportunities
• Flexible work schedules for a true work‑life balance
• New equipment and technology in all hospitals
• Generous employee pet discount
• Hospital stocked with fresh groceries and snacks, contests, outings, retreats
• Referral rewards for recommending friends

VEG celebrates diversity and is committed to creating an inclusive workplace that represents a variety of backgrounds, perspectives, and skills. You have found the equal‑opportunity employer you are looking for.

Seniority level:
Entry level |

Employment type:

Part‑time | Job function:
Other | Industries:
Veterinary Services