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Pet Parent Experience Manager

Chicago, IL

Sploot Veterinary Care is introducing a brand new approach to veterinary care in the form of Urgent & Primary Care Clinics, and we’re looking for a ROCKSTAR Pet Parent Experience Manager to join our Chicago team, and help us provide the ABSOLUTE BEST medical care to our patients.  

Sploot believes that every pet deserves high quality veterinary care whenever and wherever they need it. Whether it’s a routine visit or something that “just happened and can’t wait”, we’re there for pets and their parents. 

We know that great treatment must start with a happy and thriving team, and that’s the reason we created a supportive, healthy, and balanced environment that enables veterinary professionals to thrive in and out of the clinic. Sploot genuinely values a collaborative culture and work/life balance.

What you’ll do: 

  • Offer pet parents a positive and supportive experience to ensure they know their furry babies are being taken care of
  • Support the management of the quickly growing Pet Parent Experience team by owning the schedule creation and maintenance, leading performance reviews, and serving as a point of escalation for team
  • Manage the callout process for the team, including filling in for shift coverage when absolutely necessary 
  • Resolve Pet Parent concerns and questions, including escalations and callbacks to ensure we’re providing an excellent experience
  • Perform quality assessments across our clinics to ensure that our PPX members are focusing on the highest value actions set by PPX Leadership.
  • Work directly with the Chicago General Manager and the Head of Business Operations in Denver to evolve and elevate the Pet Parent Experience function by implementing new strategies, building out functionality, and directly supporting Sploot’s expansion 
  • This role is fully in-clinic traveling between our four Chicago clinics

Who you are:

  • You have at least 2 years of experience as a customer support/service manager
  • You have experience managing a complex schedule across multiple locations and with a diverse team for coverage
  • You are a team player, and always looking to collaborate with others in the organization
  • You’re extremely organized, and focused on efficiency, with an eye for detail - you don’t let things fall through the cracks
  • You’re excited about working with a team introducing a brand-new approach to veterinary care
  • You’re as excited as we are about offering pets the best care possible whenever and wherever they need it

What really catches our eye:

  • Experience in veterinary clinic and/or in the human medical industry customer support
  • Supervisory experience in a contact center 
  • Previous experience as a customer support/service representative 

What we will provide you**:

  • Competitive base pay $27 - $32 per hour
  • 401K Retirement with company match
  • Health, Dental, and Vision insurance fully covered by Sploot
  • Generous pet care benefits for your fur babies
  • Up to 4 weeks of Paid Time Off (“PTO”)
  • 12 weeks paid parental leave
  • Unlimited Food & Snacks during shifts
  • Team events and other local social activities 
  • Lots of Sploot swag - what can we say? Our logo looks really cool on stuff!

** For qualified candidates; benefits may vary based on experience.

 

Sploot Veterinary Care provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, status as a covered veteran, or any other protected status in accordance with applicable federal, state and local laws. Sploot Veterinary Care complies with applicable state and local laws governing nondiscrimination in employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Ready to take the lead in creating an outstanding pet parent experience in Chicago, IL? Apply now to join Sploot Veterinary Care as our Pet Parent Experience Associate! We’re excited to welcome a passionate, customer-focused professional who’s ready to help redefine the future of veterinary care.

 
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