Customer Experience Advocate

**Customer Experience Advocate**

at Veterinary Emergency Group San Ramon, California, United States **WHO WE ARE:**

Veterinary Emergency Group (VEG) is revolutionizing the Veterinary Emergency experience. Our mission is to help people and their pets when they need it most. Emergency is our middle name. Its all we do, so we do it best.

The way that Veterinary Emergency was meant to be is now a reality. We are reimagining every part of the process with a unique customer experience, a highly trained emergency focused staff, and on-site advanced diagnostic tools and treatments. Our patients see a doctor right away and clients can stay with their pet through every step of the process. We literally tear down old walls to unite customers with their VEGgie heroes and to see the amazing work they do. We liberate our employees to be all they can be. We brush away systems that dont make sense. We crush old rules. We make new rules.

**CULTURE AT VEG:**

At VEG, we want people and their pets to feel safe, secure, and valued. We aim for our employees to feel the same way. We lead with our values of togetherness, openness, heroic helping, and meaningful moments. We are actively evolving to ensure that VEG is not only the best and brightest place to come work today, but also a leader in how we think about talent and development so that our employees grow along with us. For our customers and their pets, we find a way to say, Yes. We do the same for our employees.

**OVERVIEW:**

Oversee level 3 customer experience at home hospital by ensuring that communication with our customers is efficient and positively impactful. In addition, lead by example providing exceptional customer service, while maintaining direct communication with our veterinary team regarding medical matters.

**RESPONSIBILITIES:**

* Liaison between Doctors and customers, to ensure we are keeping people and their pets together.

* Maximize efficiency by filtering all communication, anticipating customers needs are met.

* Ensure pertinent information is relayed to customers in a timely manner with accuracy and tact.

* Discuss financial options with customers, including working with customers through hardships with sensitivity.

* Ensure patient follow ups are completed with customers appropriately.

* Respond to Calpros, Google/Yelp reviews and interpret for hospital development.

* Analyze telemetric data and customer feedback to extract value and make improvements.

**REQUIREMENTS:**

* Leadership junkie

* 1-2 years in high level customer experience

* Ability to practicing deep acting

* Excellent interpersonal skills, active listener, empathetic

* Strong desire to help others, people oriented

* Solution-oriented with a high attention to detail

* Able to work nights, weekends and holidays

**BENEFITS:**

* Industry-leading compensation

* Health Insurance

* Paid Time Off

* 401K w/ company match

* 10 weeks of Parental Leave with 100% pay

VEG celebrates diversity and is committed to creating an inclusive workplace that represents a variety of backgrounds, perspectives, and skills. You've found the equal opportunity employer you are looking for. We can't wait to meet you

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