Partner Support Specialist

WHO WE ARE

Veterinary Emergency Group (VEG) is a rapidly growing emergency company with hospital locations across the United States. Our mission is helping people and their pets when they need it most. We are revolutionizing emergency medicine with a “customer first” mentality and a true, employee-centric work environment. 

THE ROLE’S MISSION 

VEG works directly with veterinarians all over the country in our signature partnership program. As part of this program, general practice veterinarians are able to provide after hours support to their customers for all pet emergencies. VEG provides discounts to customers referred directly to us, as well as services and benefits to the referring veterinarians. 

This role will be directly responsible for onboarding interested veterinarians and ensuring that partners feel that their participation in the program is valuable to them and their practice. You will own the end to end process of onboarding these new vets into the program and ensuring their first impressions of working with VEG reflect the VEG way. A key part of this is ensuring that new partners complete the setup of call forwarding from their practice to their local VEG 

during off-hours, and helping to make this process smooth and non-intimidating. You will also continue to support partners on an ongoing basis, ensuring that their needs are met and facilitating the relationship between the veterinarian and the staff at their local VEG hospital.

WHAT YOU WILL DO 

• Partner Onboarding: Manage the end to end onboarding process for veterinarians entering the partnership program. Help walk our new partners through the process, and help to facilitate all the logistics of the onboarding process, including call forwarding activation with the veterinarian’s phone provider.
• Support & Issue Resolution: Serve as the single point of contact for participating veterinarians to support onboarding and help resolve setup issues. Typical issues include phone tree updates, greeting changes, phone provider changes, status updates, etc. 

• Partnership Status Tracking: Monitor program participation, alerting local VEG leaders when a partner appears to have stopped actively participating in the program. Maintain VEG data to accurately reflect the program participation status of every veterinary practice.
• Team Coordination: Collaborate with IT Support, Marketing, and Field Leadership teams to ensure the onboarding process and partnership experience is as seamless as possible.
• Documentation: Help develop and update process documentation, support documentation, and any other resources related to partner onboarding and support.
• Process Improvement: Continuously refine and enhance the onboarding processes based on feedback from participating veterinarians and internal VEG teams.
• Reporting & Analytics: Provide monthly reporting to local VEG leaders as well as the Marketing and S&I teams, highlighting the level of program participation and call forwarding usage in each region.

TALENT + CULTURE AT VEG

At VEG, we want people and their pets to feel safe, secure, and valued; we want our employees to feel the same way. What we’re aiming to achieve on the customer side is equivalent in nature to what we want for our employees: to have the best experience possible. With the highest NPS score in our industry, we’re ready to ensure that VEG remains the place where the best and brightest in the emergency world not only want to work, but stay and grow. For our customers and their pets, we strive to find a way to say, “yes.” We do the same and more for our teams. In fact, VEG is one of this year’s nominees for INC Magazine’s Best Places to Work!

WHAT YOU NEED TO HAVE 

• Bachelor’s Degree preferred or equivalent experience 
• Proven experience in customer service, customer support, or other client/customer facing roles. 
• Organization, attention to detail, persistence, and project management skills
• Veterinary industry experience is a plus 
• Positive attitude and collaborative team mindset.

BENEFITS

• Pay Range: $70,000 – $90,000
• Medical, Dental and Vision benefits beginning day 1 of employment
• 401K with company match
• 10 weeks of parental leave with 100% pay
• Unlimited PTO
• Company laptop and a monthly cell phone reimbursement.
• Casual office attire, dog friendly, and a kitchen full of snacks and beverages
• Opportunity to grow and so much more

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!