Customer Experience Coordinator - Knoxville, TN

About VEG

In 2014, VEG was founded with a mission to improve the emergency veterinary experience. This involved challenging existing practices and delivering a better service. Since then, VEG has grown to offer 24/7, 365-day-a-year emergency services across multiple locations. The company prides itself on creating a positive workplace culture where employees feel valued and supported.

The Job

As a Customer Experience Coordinator, your primary responsibility is to ensure that every interaction with customers is positive and memorable. You will greet customers warmly, manage communications effectively, and provide compassionate support throughout their visit. Your role involves working closely with nurses and doctors to ensure a seamless experience for patients and their owners.

What You'll Do

• Greet every customer with warmth and urgency
• Oversee all customer communications, including calls, emails, and texts
• Record details accurately and route urgent medical calls to a doctor promptly
• Deliver personalized, memorable experiences, always finding ways to say "yes" to customer needs
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate
• 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

What You Need

• 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
• A strong communicator; able to interact positively with anyone and everyone
• A strong multitasker, able to thrive amid chaos
• A strong sense of emotional intelligence, able to read a room and plan and act accordingly
• Adaptable and amenable in high-stakes environments
• Willingness 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
• Ability to work in a fast-paced environment with people from all backgrounds and different personality types

Who You Are

• Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives
• A sense of humility; acknowledging mistakes, sharing credit with others, and lifting up your team's accomplishments
• 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

We Invest in You

• 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
• Become eligible for equity after one year of full-time, active employment with VEG, so you can share in our growth and success
• Become eligible for a $2,500/year travel stipend for full-time credentialed VEGgies and a $1,000/year travel stipend for full-time uncredentialed VEGgies
• Receive clinical and leadership programs, as well as unlimited ER CE + travel stipend (no really!)
• Full-time credentialed VEGgies receive a $2,500/year travel stipend
• Full-time uncredentialed VEGgies receive a $1,000/year travel stipend
• Eligible for clinical student loan repayment to help manage your student debt
• Paid parental leave, up to 12 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
• The little (big) things, like comfy scrubs, cool VEG swag, and food in the fridge for when you're hungry

DEI

At VEG, diversity is not just a word—it's a strength that fuels innovation and kindness. Our mission is "Helping people and their pets when they need it most," and we do that better when our VEGgies (employees) feel valued, respected, and empowered to bring their authentic selves to work. We are devoted to creating an environment that reflects the diverse communities we serve—where different perspectives are not only welcomed but celebrated. We are focused on providing equitable opportunities for growth, promoting inclusive decision-making, and ensuring that everyone's perspective is considered.