Veterinary Guest Experience Coordinator

About the role

The Guest Experience team at Fetch is the initial point of contact for our guests, often serving as the most important voice they hear. We are seeking a high-energy, people-first communicator to join our Brandon team as a Guest Experience Coordinator. This role is based in our centralized phone team and is perfect for someone who excels in a fast-paced environment, enjoys helping others, and can confidently handle conversations under various circumstances.

Responsibilities

• Serve as the primary point of contact by phone for pet owners, referring veterinarians, and internal teams
• Manage a high volume of inbound and outbound calls with professionalism, empathy, and efficiency
• Help guide guests through next steps—whether that’s an ER visit, specialty appointment, or general questions
• Provide clear, confident communication around wait times, services, and expectations
• Support scheduling and coordination for specialty services
• Triage calls appropriately and ensure urgent cases are escalated quickly

Requirements

• Ability to manage high call volume consistently throughout the day (phone-based role)
• Excellent verbal communication skills with a clear, confident, and professional phone presence
• Demonstrated ability to multitask—handling calls while navigating multiple systems and documenting in real time
• Strong attention to detail and ability to follow through accurately on guest requests and instructions
• Team-oriented mindset with the ability to collaborate across departments
• Previous experience in a call center, veterinary hospital, medical office, or hospitality environment preferred
• Experience with scheduling systems or practice management software (e.g., ezyVet or similar)

Qualifications

Our ideal candidate is outgoing, dynamic, and brings energy to every conversation. They have strong communication skills, can build trust quickly over the phone, and are comfortable handling high call volumes without losing attention to detail. They are also able to stay calm, organized, and professional in high-pressure or emotional situations. A natural problem-solver who can think on their feet, they have a team-oriented mindset and a willingness to support others.

Skills

• Outgoing personality
• Strong communication skills
• Ability to multitask
• Attention to detail
• Team-oriented mindset

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Family Leave (Maternity, Paternity)
• Safe Harbor 401K with Company Match
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Personal)
• Holiday Pay
• Short Term & Long Term Disability
• Employee Assistance Program (EAP)
• Team Member Pet Discount
• Uniform Allowance
• Tuition Reimbursement