Veterinary Guest Experience Coordinator
Fetch Specialty & Emergency Veterinary Centers, Brandon, FL, United States
Overview
At Fetch, our Guest Experience team is the first voice our guests hear—and in many cases, the most important one. We are looking for 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 ideal for someone who thrives in a fast-paced environment, loves helping people, and can confidently guide conversations during both routine and high-stress situations. This is not a quiet desk job—this is the front door to our hospital experience.
What You'll Do
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
Deliver a consistent, warm, and polished guest experience on every interaction
What We're Looking For
An outgoing, dynamic personality—you bring energy to every conversation
Strong communication skills with the ability to build trust quickly over the phone
Comfortable handling high call volumes without losing attention to detail
Ability to stay calm, organized, and professional in high-pressure or emotional situations
A natural problem-solver who can think on their feet
Team-oriented mindset with a willingness to support others
Previous experience in a call center, healthcare, veterinary, or hospitality setting is a plus—but not required
What Makes This Role Different?
The first impression of our hospital
A guide for pet owners during some of their most stressful moments
A key part of how we deliver world-class medicine with a personal, family-owned touch
Why Fetch?
Family-owned specialty & emergency hospital group
Collaborative, supportive team environment
Opportunity to grow within Guest Services and hospital operations
A culture built on being competent, selfless, and dependable
Requirements
Ability to manage high call volume consistently throughout the day (this is a 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)
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
Continuing Education
Uniform Allowance
Tuition Reimbursement
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At Fetch, our Guest Experience team is the first voice our guests hear—and in many cases, the most important one. We are looking for 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 ideal for someone who thrives in a fast-paced environment, loves helping people, and can confidently guide conversations during both routine and high-stress situations. This is not a quiet desk job—this is the front door to our hospital experience.
What You'll Do
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
Deliver a consistent, warm, and polished guest experience on every interaction
What We're Looking For
An outgoing, dynamic personality—you bring energy to every conversation
Strong communication skills with the ability to build trust quickly over the phone
Comfortable handling high call volumes without losing attention to detail
Ability to stay calm, organized, and professional in high-pressure or emotional situations
A natural problem-solver who can think on their feet
Team-oriented mindset with a willingness to support others
Previous experience in a call center, healthcare, veterinary, or hospitality setting is a plus—but not required
What Makes This Role Different?
The first impression of our hospital
A guide for pet owners during some of their most stressful moments
A key part of how we deliver world-class medicine with a personal, family-owned touch
Why Fetch?
Family-owned specialty & emergency hospital group
Collaborative, supportive team environment
Opportunity to grow within Guest Services and hospital operations
A culture built on being competent, selfless, and dependable
Requirements
Ability to manage high call volume consistently throughout the day (this is a 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)
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
Continuing Education
Uniform Allowance
Tuition Reimbursement
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