People Solutions Associate

WHO WE ARE

Veterinary Emergency Group (VEG) is a rapidly growing veterinary emergency company with hospital locations across the United States. Our mission is helping people and their pets when they need it most. We are changing the face of emergency veterinary medicine with a “customer first” mentality and a true employee-centric environment. This will allow our VEGgies to pursue a strong career growth trajectory. 

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 possible experience. We work to ensure that VEG is always 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. 

WHO WE NEED:

The People Experience Associate helps our VEGgies get quick, accurate answers to their VEG-related questions.  They will receive and respond to support tickets in a way that allows our VEGgies to maintain focus on their work without searching for answers. They provide excellent customer service and ensure no question goes unanswered so that our VEGgies are supported and informed at all times. 

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Provide support to VEGgies submitting service requests in a timely and accurate manner, which may include answering emails, chats, and in-person inquiries
• Analyze submitted service request tickets to collect problem details and determine appropriate courses of action
• Troubleshoot issues, develop action plans, and isolate problems by walking VEGgies through the problem-solving process and following up to ensure the issue was properly resolved
• Identify repeat issues and patterns that may arise and take ownership of them throughout their lifecycle
• Escalate issues that can’t be resolved by the People Experience Associate to department specialists
• Follow up on escalated issues to ensure timely resolution is maintained
• Keep VEGgies informed about the status of their requests to ensure satisfaction
• Produce reports, log incidents, and document team activities 
• Open, delete, and transfer tickets as necessary
• Create and update FAQ reference documents to distribute to VEGgies as change occurs
• Maintain an organized flow of ticket resolutions, including understanding the importance of prioritization and attention to detail

REQUIRED SKILLS & EXPERIENCE:

• High School diploma required
• Associates or Bachelors in a related field preferred
• 4+ years of human resources, customer service, help desk support, or other related field 
• Must have the ability to communicate efficiently with different levels of VEGgies and be able to communicate complex technical information toward non-technical audiences 
• Advanced proficiency in computer programs 
• Working knowledge in project management and data analysis 
• Highly self-motivated
• Must present yourself with a professional and approachable demeanor 
• Exceptional attention to detail and excellent organization skills
• Availability to work nights, weekends and holidays on a rotating or as needed basis 
• Ability to work well in a fast-paced environment with people from all backgrounds and different personality types

OTHER DUTIES:

Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of VEG, with or without notice.

BENEFITS:

• Pay Range: 75,000 – 85,000 base salary + discretionary bonus potential 
• 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!