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Pet Care Customer Specialist

2 months ago

League City, Texas, United States PetSuites Full time
Company Overview: PetSuites is a prominent name in the pet care industry, part of a larger network that encompasses numerous veterinary facilities and pet resorts. Our organization is dedicated to expanding our services and enhancing the experience we provide to our clients and their beloved pets.

Position Overview: At PetSuites, we are committed to our mission of "Pet Lovers Delighting Pet Lovers." We embody this through our core values of being Playful, Passionate, Personal, and Professional. The ideal candidate for this role will be a team-oriented individual who is self-driven, receptive to guidance, possesses outstanding communication skills, and pays meticulous attention to detail. This position is centered around service, and we seek someone who is not only proficient in customer service but also genuinely enthusiastic about assisting pet owners. As a Guest Experience Associate, you will be the first point of contact for our clients. Your primary responsibilities will include managing the check-in process for arriving clients, overseeing check-out for departing clients, scheduling follow-up reservations, promoting activity packages, warmly welcoming all guests, and addressing any general inquiries regarding our services.

A Day in the Life: You will arrive at work with a positive attitude, eager to assist pet parents and their furry companions. Dressed in our branded attire, you will help manage our lobby and curbside service, greeting everyone and addressing their needs—whether it's check-in, check-out, answering questions, or booking reservations. Your ultimate aim is to discover how we can best serve each pet parent and provide tailored solutions. You will multitask, handling phone calls, escorting pets to their designated areas, distributing treats, and processing payments. Your role will involve significant interaction with both pets and their owners, documenting observations, and communicating effectively with your manager and clients. Be prepared for a hands-on experience that may include cleaning and caring for pets.

Responsibilities:
  • Deliver exceptional customer service by adhering to our service principles, ensuring every client is treated with respect and dignity to foster strong relationships.
  • Manage all incoming communications, including phone calls, voicemails, and emails.
  • Facilitate boarding reservations and schedule grooming, training, and temperament assessments.
  • Handle financial transactions accurately, including cash, checks, and credit cards, while maintaining thorough records.
  • Build rapport with clients and familiarize yourself with their pets' names and preferences.
  • Collect and verify all pertinent information regarding each pet's visit, ensuring accuracy in our systems.
  • Collaborate closely with team members to address client and pet needs effectively.
  • Maintain a comprehensive understanding of all services offered and provide appropriate solutions to client inquiries.
  • Request vaccination records from veterinary offices and ensure they are accurately entered into our systems.
  • Assist in managing waitlists during peak times and ensure optimal utilization of our facilities.
  • Act as a liaison between clients and veterinary staff, keeping all parties informed of any ongoing issues.
  • Proactively reach out to valued clients to secure reservations during busy periods.
  • Address customer relations issues promptly, keeping our empowerment goals in mind.
  • Ensure that the facility meets or exceeds cleanliness and safety standards.
  • Notify management of low inventory levels in retail and cleaning supplies.
  • Maintain common areas, ensuring they are clean and free from hazards.
  • Coordinate with other departments as necessary.
Team Qualities:
  • A genuine passion for animal care, particularly for dogs and cats, with a willingness to learn about animal behavior for their safety.
  • Commitment to safe and gentle handling of pets, with zero tolerance for aggressive behavior.
  • Customer service oriented, capable of addressing client needs while adhering to company policies.
  • Strong communication skills, both written and verbal, to foster lasting relationships with clients.
  • Ability to multitask and maintain a keen attention to detail.
  • Physical capability to perform tasks that involve sitting, standing, walking, bending, and lifting up to 60 lbs.
  • Conflict resolution skills, handling situations with tact and diplomacy.
  • Team-oriented attitude with a willingness to assist other departments as needed.
  • Reliable, punctual, and dependable, with a flexible schedule to accommodate various shifts.
  • Ability to work in diverse environments, including outdoor settings and under varying conditions.
  • Comfortable with close contact with animals and managing various cleaning tasks.
  • Other duties as assigned.
Equal Employment Opportunity:
  • PetSuites is an Equal Opportunity/Affirmative Action employer committed to fostering diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable laws.