Customer Experience Coordinator - Torrance, CA

Job Description

Job Description

ABOUT VEG

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!

At VEG we find a way to say yes to the career you want in veterinary emergency medicine. This means transforming how ER works, from our open-concept hospitals, where you can handle emergency cases of every kind (even exotics!) to our immersive, customer-focused experience, which helps us give people and their pets the care they deserve.

This also means saying yes to creating the greatest experience possible for our VEGgies. Yes to working in an environment where you can find your place and feel valued for the amazing work you do. Yes to having unparalleled opportunities for learning and mentorship so you can grow where you want to go in your career. And yes to making an impact here in ways you never thought possible.

VEG is a 2025 and 2026 certified Great Place to Work®.

THE JOB

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.

WHAT YOU'LL DO

• 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 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

WHO YOU ARE

HOW WE INVEST IN YOU

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. 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.

We are focused on providing equitable opportunities for growth, promoting inclusive decision-making, and ensuring that everyone's perspective is considered. 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.