Veterinary Guest Experience Coordinator

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?

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

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

Visit website

Fetch Specialty & Emergency Veterinary Centers is a family-owned practice dedicated to delivering elevated specialty care, 24/7 emergency medicine, and critical care in five state-of-the-art hospitals across Florida and South Carolina. Our team of board-certified specialists, experienced emergency doctors, and skilled support staff share a deep commitment to pets, their people, and the powerful bond they share.

We understand that pets are family, and we approach every case with the same level of compassion, urgency, and expertise we’d want for our own. That’s why we’ve built hospitals that are not only equipped with advanced diagnostics and treatment capabilities but are also grounded in communication, trust, and collaboration.

Our growing network of hospitals includes locations in Brandon, Fort Myers, Bonita Springs, Clearwater (FL), and Greenville (SC). In our hospitals you will find experts in Internal Medicine, Surgery, Emergency & Critical Care, Ophthalmology, and Medical & Radiation Oncology—working together to provide the highest level of care.