About the job
ABOUT VETERINARY EMERGENCY GROUP (VEG)
Since its inception in 2014, VEG has been dedicated to transforming the emergency care experience for pets and their owners. With a commitment to challenging the conventional norms, VEG has rapidly expanded its network of hospitals that operate around the clock, 365 days a year. Our mission is to ensure a superior emergency experience for pets, their families, and our dedicated team members—our VEGgies!
At VEG, we prioritize your career aspirations in veterinary emergency medicine. Our innovative open-concept hospitals enable you to engage with a diverse range of emergency cases, including exotics. We focus on fostering an immersive, customer-centered environment that guarantees high-quality care for pets and their families.
We are proud to be recognized as a certified Great Place to Work® in both 2025 and 2026.
THE POSITION
As the Lead Customer Experience Coordinator, you will be pivotal in guiding pet parents through their entire VEG journey, setting benchmarks for exceptional customer service. Your passion for creating positive, memorable experiences will shine through as you mentor and motivate the Customer Experience Coordinator (CEC) team to achieve the highest standards of care. Your commitment is to surpass expectations at every interaction, from the initial phone call to the conclusion of their visit to VEG. You will consistently seek innovative approaches to enhance the customer experience, infusing your role with energy, warmth, and enthusiasm, while also offering opportunities for personal and professional growth.
KEY RESPONSIBILITIES
- Analyze customer experience data (phone conversions, reviews, surveys) to identify trends, propose actionable improvements, and collaborate with the team to consistently elevate service quality.
- Lead and mentor the CEC team through effective scheduling, training, and performance evaluations to maintain exemplary service standards.
- Collaborate with hospital leadership to synchronize clinical and non-clinical teams, ensuring a cohesive customer experience.
- Manage daily operations, including end-of-day reports, open invoices, VEG Cares grants, and overseeing online reputation management.
- Welcome every customer warmly, whether in person or via phone, ensuring urgent calls are directed to the appropriate veterinary professionals.

