VEG ER for Pets · 22 hours ago
Customer Experience Coordinator (Lead) - Allen, TX
Allen, Texas, United States
Full-time
Onsite
Mid, Senior Level
2+ years expVeterinary Emergency Group (VEG) is a rapidly expanding company dedicated to transforming the emergency veterinary experience for pets and their owners. As a Lead Customer Experience Coordinator, you will guide pet parents through their experience at VEG, mentor your team, and ensure exceptional customer care while continuously seeking ways to enhance the overall service.
Customer ServiceEmergency MedicineHealth CarePetVeterinary
Responsibilities
Collect and assess customer experience data (phone conversions, reviews, surveys) to identify trends, make actionable recommendations, and share with the team to continuously improve service
Lead the CEC team through scheduling, training, mentoring, and performance feedback to ensure exceptional service
Partner with hospital leadership to align clinical and non-clinical teams for a seamless customer experience
Oversee daily operations—including end-of-day reports, open invoices, VEG Cares grants, and online reputation
Greet every customer warmly, whether in person or over the phone, ensuring urgent calls reach a doctor immediately and hospital flow and wait times are monitored to remove bottlenecks
Elevate the customer experience by providing comfort through thoughtful touches, empathetic listening, quick resolution of concerns, and compassionate guidance on delicate topics such as financial options or end-of-life decisions
Foster ongoing connections with customers by following up after visits, inviting participation in their pet’s care, and capturing special moments
Qualification
Required
2+ years of experience in a customer service role; 1+ year of experience mentoring or managing others
Advanced knowledge of computer programs and practice management software
Highly organized, a strong multitasker with a keen attention to detail
Analytical by nature, able to read and comprehend various metrics and create recommendations based on findings
High emotional intelligence; you can read a room and plan and act accordingly
Adaptable and amenable to high stakes environments
A strong customer service mindset
Strong leadership and communication skills, able to inspire and mentor others
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
Benefits
Competitive compensation, including base and 401K match
Comprehensive health and wellness benefits that start on day one, including QPR training and access to free therapy or counseling
Based on your role, you may be eligible for equity after one year of full time, active employment with VEG, so you can share in our growth and success
Full-time credentialed VEGgies receive a $2,500/year travel stipend
Full-time uncredentialed VEGgies receive a $1,000/year travel stipend
Clinical student loan repayment so you don’t need to worry about your student debt
Paid parental leave, up to 10 weeks at 100% of regular salary and inclusive fertility and family-building care for all types of families
Flexible work schedules to support your life outside of work
Generous employee referral program, so our awesome people can bring in more awesome people
And the little (big) things, like comfy scrubs, cool VEG swag, and food in the fridge for when you’re hungry
Company
VEG ER for Pets
In 2014, VEG was born with a mission to help people and their pets when they need it most.
1001-5000 employees
H1B Sponsorship
VEG ER for Pets has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (10)
2024 (5)
2023 (3)
Funding
Current Stage
Late StageTotal Funding
$100M2021-09-22Series C· $100M
Leadership Team
Anna Foster, DVM
Chief of Staff to the CEO
David Bessler
Founder, CEO
Recent News
Seattle TechFlash
2025-11-06
Company data provided by crunchbase