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Client Relations Specialist

2 months ago

Chicago, United States Green Paws Chicago Full time

NOTE: We are located in Roscoe Village (Chicago IL) and this position requires participation in a rotation of weekend and evening on-call responsibilities. Applicants must live within a 10-mile radius of the intersection of Belmont and Damen as well as have a car or some form of reliable transportation. Salary dependent upon experience and references.

With dozens of pet care professionals out in the field and nearly a thousand clients spanning neighborhoods from Rogers Park to Pilsen and from Streeterville to Portage Park, it takes a special kind of person to make sure that everyone is where they need to be, when they need to be there.

To say our office is a fast-paced environment would be an understatement. To continue to drive the kind of quality growth we have achieved thus far, we need a rock-solid professional keeping everything running smoothly. That's where you come in.

Are you a "fixer"? Do you enjoy improvising to solve problems fast? Are you fastidious and obsessed with operating the logistical, day-to-day details of a fast-growing business? Are you a thinker and a doer? Are you results oriented? Do you enjoy improvising to solve problems quickly? Are you fastidious and meticulous with detail? Do the challenges of managing a large team of 40+ field professionals and the day-to-day details of a logistics-dependent business excite you?

This position will oversee the day-to-day operations collaboratively with the rest of our office team members. Duties include, but are not limited to: responding to scheduling requests via email and telephone as well as through our industry-specific software platform (Time To Pet), setting appointments in scheduling software, reviewing and addressing billing inquiries, taking basic information from prospective clients, answering or redirecting incoming calls, miscellaneous office duties, etc.

Duties Include, but are not limited to:

  • Working alongside the rest of the office team to respond to scheduling requests and coordinating appointments in our scheduling software (Time To Pet)
  • Reviewing and addressing client billing inquiries
  • Consulting with prospective clients and attending in-home Meet & Greets and onboarding new clients
  • Collaborating with the office team on strategies to deliver organic growth
  • Taking ownership for the client satisfaction experience
  • Participating in marketing activities
  • Miscellaneous office duties
Requirements:
  • Prior experience (with excellent references) in a similar role at a small business. (You must be a proven team player.)
  • Excellent telephone and email customer service and communication skills are mandatory. You must have a great phone voice and personality, speak clearly and be easy to understand. You must be able to sound happy on the phone even when having a rough day. You will often have to speak with both clients and field staff about schedule changes and emergency situations, and you must be able to inspire confidence even in the face of a crisis
  • Excellent business writing skills are a must (Please be prepared to demonstrate that you are a touch typist - i.e., you use all 10 digits and do not look at the keyboard - by taking a WPM typing test; 30 wpm or above is desirable.)
  • Precise - zero mistakes -data entry skills. We handle thousands of appointments every month, and the team in the field relies upon the information entered into our software (Time To Pet) about each appointment to do their jobs accurately and on-time. If you make mistakes, the happiness of our clients and field staff and, more importantly, the welfare of the pets who we are entrusted to care for can be put into jeopardy
  • Ability to handle multi-tasking without dropping balls. There will be times when you have a client on the phone, another one on hold, and multiple email requests that all have to be handled quickly and accurately
  • Appropriate sense of urgency and prioritization; i.e., you know intuitively what needs to be handled this minute and what doesn't without asking
  • Great PC and technology user skills. You will need to use more than just email and our software platform (Time To Pet). You must also be able to work in Google Docs and Google Sheets without having to learn on the job.
  • A serious work ethic. This is a very important job - a lot of people will depend upon you (prospective clients, current clients, field staff, and your co-workers here on the office team). You will succeed only if you are a very hardworking and dedicated professional who is obsessed with an attention to detail and customer satisfaction.

Normal office hours are 9:00am-5:00pm Monday-Friday. You will also participate in an on-call rotation amongst the office team in the evenings one weeknight per week in case of emergencies as well as to handle client and field staff inquiries/requests. You'll also participate in the office team's weekend and holiday on-call rotation and will be prepared to work extended hours during peak-demand dates. (Peak demand days require working extended hours as 100% of scheduling requests must be settled each day before closing.) Other duties include: Conducting virtual meet-and-greets (M&Gs) with new clients via Google Meet; attending in-person M&Gs at clients' homes; and, when necessary, assisting the office team with coverage out in the field.