Customer Experience Associate

BluePearl Veterinary Partners - Tampa, FL (30+ days ago)2.9


BluePearl Veterinary Partners Support Center in Tampa, FL is looking for a Customer Experience Associate to join the BluePearl family

Do you have excellent customer experience skills?
Are you looking for an organization that will value you as an associate?
Do you want to work with a team to drive the customer experience?
Please check out this unique opportunity with BluePearl Veterinary Partners today.

As the Customer Experience Associate, you will contribute to brand reputation by positive customer interaction and assisting with the client escalation process. You will assist in responding to requests and coordinate with the appropriate hospitals. You will also maintain records and provide reporting on a routine basis.

Responsible for the client complaint escalation process which involves coordination and communications with clients, hospital leadership teams, third-party claims specialists, legal department and others as needed.
Maintain records of client escalations, adverse medical events, client veterinary board complaints, and other incidents related to quality of patient care; report and analyze trends on a periodic basis.
Act as a client service advocate by personally handling or referring client issues/needs to appropriate hospitals; respond to requests obtained through BluePearl website customer service channels; follow-up to ensure accurate and timely responses to improve customer loyalty.
Oversee online brand reputation; manage negative social media reviews by writing appropriate replies, coordinating with hospital contacts and/or digital marketing, posting responses to popular review websites, and analyzing trends.
Assist in CX evolution and governance activities by creating and/or editing process activity documents, platform user guides, manuals, training presentations, reporting dashboards, and related materials.
Support Voice-of-Client (VOC) Survey enhancements and initiatives, which can include survey testing, data quality checks, report generation, data quality checks, and report generation.
Other job duties as assigned.

Why BluePearl?

BluePearl Veterinary Partners grew from the dreams of numerous veterinarians who believed pets should have access to high quality, cutting edge healthcare and that philosophy carries over into the work culture of our Tampa Support Center.

We offer competitive compensation, full benefits packages (including a great pet health package), 401K, and the ability to bring your dog to work!

We are located just of Busch Boulevard in Carrollwood we are commutable just off North Dale Mabry or I-275 near shops, restaurants, attractions and Tampa's Downtown.

BluePearl is committed to a diverse work environment in which all individuals are treated with respect and dignity. We are an equal opportunity employer and we will receive give everyone equal consideration for employment without regard to race, color, national origin, religion, creed, sex, age, disability, genetic information, marital status, citizenship status, sexual orientation or affectional preference, or gender identity or expression, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request. We are an Equal Opportunity Employer and a Drug Free Workplace.

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