Customer Experience Coordinator - Etobicoke, Ontario

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 in the U.S. open 24/7, 365 days a year—and our first location in Canada opening soon—creating 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.

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, you conduct yourself professionally with each customer, demonstrating a strong demeanour and presence. You find ways to say YES and put pets' and customers' experiences 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 RVTs, support staff, and DVMs 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: 

• 2+ years of experience in a customer service role 
• Advanced proficiency 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 
• Strong multitasking skills and able to thrive amid chaos
• High emotional intelligence, able to read a room and plan and act accordingly 
• Adaptability to high stakes environments 
• A problem solver who is obsessed with innovating
• A professional and approachable demeanour  
• Ability to stand for prolonged hours, kneel, and work on the floor as well as ability to lift up to 25 kg on own and able to support up to 40 kg with assistance.
• Must be willing to work in a noisy environment with strong or unpleasant odours.
• 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

WHO YOU ARE

• 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

 

HOW WE INVEST IN YOU

• Competitive compensation, plus potential for bonus and company RRSP Matching Program
• Comprehensive health and wellness benefits, including Employee Assistance Program
• 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
• VEG will support up to 10 weeks of top-up for parental leave 
• Flexible work schedules to support your life outside of work
• Generous referral reward 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

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.

VEG is committed to providing employment opportunities in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. We aim to create a supportive and inclusive environment for all job applicants. If you require accommodation any time during the application, assessment, or interview process, please advise us and we will work with you to meet your needs.