What are the responsibilities and job description for the Customer Experience Ambassador position at Veterinary Emergency Group (VEG)?
Company Overview
We are a rapidly growing emergency company with hospital locations across the United States. Our mission is to help people and their pets when they need it most.
Job Description
- Shepherd pet parents through their entire experience, providing an incredible service from start to finish.
- Analyze performance and implement changes to perfect the customer's experience.
- Define the customer's experience through Service, Focus, and Participation.
Key Responsibilities:
Service: Answer incoming calls immediately and with a smile, manage incoming customer communications, ensure phone calls get transferred to a doctor quickly for medically related issues, offer beverages or snacks, take ownership of customer complaints, anticipate any hiccups that might upset customers, invite customers to provide feedback by completing a survey, process payments, maintain the accuracy of customer's personal and financial records, always find a creative way to say yes to our customer's needs, optimize customer satisfaction, wait time, and emergency room utilization by circulating the hospital and checking in with customers and the emergency care team, provide confidentiality and sensitivity around customer's personal and financial information, initiate video chats between customers, their pet, and our team when they cannot be in the hospital, identify creative opportunities for customer participation in a valuable and safe way.
