Customer Experience Coordinator - Roseville, CA

In 2014, VEG was born with a mission to help people and their pets when they need it most. This meant challenging the status quo and fixing everything that was wrong with the ER experience. to our immersive, customer-focused experience, which helps us give people and their pets the care they deserve.
As a Customer Experience Coordinator, your job is to define the customer’s experience through service, focus, and participation—so, you are passionate about perfecting the experience before, during, and after their time at VEG. Outgoing and personable, with each customer, you conduct yourself professionally in both demeanor and presence. You find ways to say yes and put patient and customer experience above all else. In this role, you’ll have the opportunity to grow where you want to go, building valuable experience and paving the way for your career to take unexpected and rewarding directions.
Greet every customer with warmth and urgency, whether in person, over the phone, or online
Oversee all customer communications (calls, emails, texts), record details accurately, and route urgent medical calls to a doctor quickly
Deliver personalized, memorable experiences—always looking for creative ways to say “yes” to customer needs
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
2+ years of experience in a customer service role
Advanced knowledge in computer programs and practice management software
High emotional intelligence, able to read a room and plan and act accordingly
Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs
Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives
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.
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
And the little (big) things, like comfy scrubs, cool VEG swag, and food in the fridge for when you’re hungry
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.” That's why we're devoted to creating an environment that reflects the diverse communities we serve—where different perspectives are not only welcomed but celebrated.
Saying yes to VEG means helping us build a culture where your unique experiences and background contribute to a shared vision: being the world’s veterinary emergency company.