Customer Experience Coordinator

Job overview

The Customer Experience Coordinator role is onsite in Northville, MI; compensation is not specified. Veterinary Emergency Group’s mission is to help people and their pets when they need it most through emergency veterinary care. The coordinator shapes the customer experience before, during, and after hospital visits by managing communications, responding empathetically, and keeping clinical teams informed. The role helps customers navigate urgent care while supporting a seamless experience for patients, their people, and hospital staff.

What you'll do

• Greet customers in person, by phone, and online
• oversee calls, emails, and texts and route urgent medical calls to a doctor
• record communication details
• resolve concerns and anticipate issues
• update nursing teams and doctors on customer needs
• provide confidential guidance on financial options and end-of-life decisions
• process payments
• follow up after visits
• capture special moments with permission.

What we're looking for

Skills & competencies

customer experience coordinator

veterinary emergency

customer service

hospital communications

pet care

payment processing

practice management software

northville mi

veterinary emergency group

rotating schedule

nights

weekends

holidays

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision benefits from day one
• paid time off
• tuition reimbursement and continuing education
• 401(k) match and employee stock purchase plan
• flexible spending and health savings accounts
• paid parental leave
• flexible schedules
• therapy or counseling access
• possible equity eligibility after one year of full-time active employment.

Why this role

The posting requires availability for nights, weekends, and holidays on a rotating or as-needed basis. It asks for at least two years of customer service experience and advanced knowledge of computer programs and practice management software.

About the employer

Veterinary Emergency Group (VEG) is hiring for this role. Industry: Veterinary Services. Sector: 54.