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
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Serve as the primary point of contact by phone for pet owners, referring veterinarians, and internal teams
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Manage a high volume of inbound and outbound calls with professionalism, empathy, and efficiency
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Help guide guests through next steps—whether that’s an ER visit, specialty appointment, or general questions
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Provide clear, confident communication around wait times, services, and expectations
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Support scheduling and coordination for specialty services
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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
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An outgoing, dynamic personality—you bring energy to every conversation
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Strong communication skills with the ability to build trust quickly over the phone
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Comfortable handling high call volumes without losing attention to detail
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Ability to stay calm, organized, and professional in high-pressure or emotional situations
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A natural problem-solver who can think on their feet
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Team-oriented mindset with a willingness to support others
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Previous experience in a call center, healthcare, veterinary, or hospitality setting is a plus—but not required
What Makes This Role Different?
You are:
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The first impression of our hospital
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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?
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Family-owned specialty & emergency hospital group
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Collaborative, supportive team environment
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Opportunity to grow within Guest Services and hospital operations
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A culture built on being competent, selfless, and dependable
Requirements
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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
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Previous experience in a call center, veterinary hospital, medical office, or hospitality environment preferred
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Experience with scheduling systems or practice management software (e.g., ezyVet or similar)
Benefits
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Health Care Plan (Medical, Dental & Vision)
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Paid Family Leave (Maternity, Paternity)
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Safe Harbor 401K with Company Match
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Life Insurance (Basic, Voluntary & AD&D)
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Paid Time Off (Vacation, Sick & Personal)
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Holiday Pay
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Short Term & Long Term Disability
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Employee Assistance Program (EAP)
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Team Member Pet Discount
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Continuing Education
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Uniform Allowance
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Tuition Reimbursement
