What are the responsibilities and job description for the Veterinary Guest Experience Coordinator position at Fetch Specialty & Emergency Veterinary Centers?
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 Ft. Myers 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
You are:
- 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
- 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
- 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)
- Health Care Plan (Medical, Dental & Vision)
- Safe Harbor 401K with Company Match
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Personal)
- Holiday Pay
- Paid Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Employee Assistance Program (EAP)
- Team member Pet Discount
- Pet Wellness Plan
- Continuing Education
- Uniform Allowance
- Tuition Reimbursement