Customer Experience Coordinator - Overland Park, KS

Customer Experience Coordinator - Overland Park, KS

Join to apply for the Customer Experience Coordinator - Overland Park, KS role at VEG ER for Pets

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. Since then, we’ve expanded rapidly, with hospitals nationwide open 24/7, 365 days a year, and created a better emergency experience—not only for people and their pets, but also for everyone who works here—our VEGgies!

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 going and personable, you conduct yourself professionally in both demeanor and presence, finding ways to say yes and putting patient and customer experience above all else.

• 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
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escape
• 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
• 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
• High emotional intelligence, able to read a room and plan and act accordingly
• Adaptable and amenable in high‑stakes environments
• 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

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

• 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
• 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 10 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
• 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.” We are devoted to creating an environment that reflects the diverse communities we serve—where different perspectives are not only welcomed but celebrated.