Client Relations Specialist
2 weeks ago
Customer Experience Advocate
at Veterinary Emergency Group
WHO WE ARE:
Veterinary Emergency Group (VEG) is transforming the Veterinary Emergency landscape. Our goal is to support individuals and their pets during critical moments. Emergency care is our specialty, and we excel in it.
We are redefining the Veterinary Emergency process by providing an unparalleled customer experience, a dedicated team focused on emergencies, and advanced diagnostic tools and treatments available on-site. Our patients receive immediate attention from a doctor, and clients are encouraged to stay with their pets throughout the entire process. We break down barriers to connect customers with their VEG heroes and witness the incredible work they do. We empower our staff to reach their full potential by eliminating ineffective systems and outdated practices.
CULTURE AT VEG:
At VEG, we prioritize the safety, security, and appreciation of both our clients and their pets. We strive for our employees to experience the same environment. Our core values include collaboration, transparency, compassionate assistance, and creating meaningful moments. We are continuously evolving to ensure that VEG remains a premier workplace today and a leader in talent development, allowing our employees to grow alongside us. We find ways to say, 'Yes' to our customers and extend the same courtesy to our staff.
OVERVIEW:
Supervise high-level customer interactions at our facility by ensuring effective and positive communication with our clients. Additionally, lead by example in delivering outstanding customer service while maintaining direct communication with our veterinary team regarding medical issues.
RESPONSIBILITIES:
- Act as a liaison between veterinarians and clients to ensure that pets and their owners remain together.
- Enhance efficiency by managing all communications and anticipating client needs.
- Ensure timely and accurate information is communicated to clients with professionalism and sensitivity.
- Discuss financial options with clients, providing support during challenging times.
- Ensure follow-up communications with clients are conducted appropriately.
- Respond to reviews and feedback, interpreting insights for hospital improvement.
- Analyze customer feedback and data to derive insights and implement enhancements.
REQUIREMENTS:
- Passionate about leadership
- 1-2 years of experience in high-level customer service
- Ability to engage in deep emotional connection
- Exceptional interpersonal skills, active listening, and empathy
- Strong desire to assist others, with a people-oriented approach
- Solution-focused with meticulous attention to detail
- Availability to work evenings, weekends, and holidays
BENEFITS:
- Competitive compensation
- Health Insurance
- Paid Time Off
- 401K with company matching
- 10 weeks of paid Parental Leave
VEG values diversity and is committed to fostering an inclusive workplace that reflects a wide range of backgrounds, perspectives, and skills. We are an equal opportunity employer and look forward to meeting you.
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