Description

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

Ideal Candidate

• 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