**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!

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Veterinary Emergency Groups Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender Gender Gender

Please identify your race Please identify your race Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Veteran Status Veteran Status

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

* Autism

* Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS

* Blind or low vision

* Cancer

* Cardiovascular or heart disease

* Celiac disease

* Cerebral palsy

* Deaf or hard of hearing

* Depression or anxiety

* Diabetes

* Epilepsy

* Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome

* Intellectual disability

* Missing limbs or partially missing limbs

* Nervous system condition for example, migraine headaches, Parkinsons disease, or Multiple sclerosis (MS)

* Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

Disability Status Disability Status Disability Status

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) w