Lead Customer Experience Coordinator (Full-Time) - Nanuet, NY

About the role

VEG was founded in 2014 with a mission to improve the emergency veterinary experience. Since then, VEG has grown to offer 24/7, 365-day-a-year emergency services across multiple locations, enhancing both the care provided to pets and their owners and the workplace environment for its employees.

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 Customer Experience Coordinator (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 managed
• 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

Requirements

• 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

Qualifications

• Competitive compensation, including base and 401K match ($22.00 - $31.00/hr)
• 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
• A BIG focus on learning and growth, from VEG-created clinical and leadership programs to 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
• Clinical student loan repayment so you don't need to worry about 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

Benefits

• 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.

Schedule

• Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs