Reports to: Front Desk Supervisor, General Manager
Position Status: Part Time or Full Time (including weekends and holidays)
Wage: $15/hour
PURPOSE OF POSITION:
Provide welcoming, attentive customer service to our clients through utilization of knowledge and proficiency in all aspects of reception duties, through communication, education, and dedication. Providing an enjoyable experience for all clients and pets from the moment they walk in the door until the moment they leave. As a Pet Care Concierge at Bark + Boarding, you will be responsible for record keeping activities, perform clerical duties related to pet care and treatment, and provide miscellaneous support to Front Desk Supervisor, General Manager, and Owner. These service functions include but are not limited to reception (visitor and telephone), maintenance of records, accounts maintenance, cash processing, data entry, word-processing and mail service. This position requires an outstanding customer service attitude with excellent communication, organizational, and interpersonal skills.
The individual must be able to prioritize multiple projects, work well under pressure and have administration experience. Position requires a strong ethical commitment to the mission and purpose of Bark + Boarding.
Supports the organizational mission and goals of Bark + Boarding by:
- Promoting exceptional customer service for our clientele during all stages of their visit.
- Functioning as a team member at all times by communicating effectively and diplomatically, being approachable and willing to assist co-workers, maintaining a positive and proactive attitude, and promoting interdepartmental communication and cooperation.
- Creating a positive and memorable client experience by exceeding customer expectations and actively increasing customer loyalty.
- Expanding knowledge through continuing education and the willingness to learn new tasks.
- Interact with all animals with compassion and concern for their wellbeing.
DUTIES AND RESPONSIBILITIES
Client Communication/Service
Acknowledge each client promptly with a courteous, pleasant, helpful, polite, and professional demeanor; conduct each client interaction in a manner consistent with quality customer service at all times; anticipate clients’ needs and offer assistance before it is requested; schedule pet appointments for grooming, in-home services and boarding; address client concerns regarding pet; handle emotional/controversial situations with professionalism and compassion; handle routine customer complaints and problems to the best of your ability; refer difficult or unfamiliar situations to Front Desk Supervisor or General Manager.
Check-In and Document Administration
Greet clients promptly and politely; assist with daycare applications, boarding buddies, and other forms to ensure all forms are completed accurately and thoroughly; ensure that client documents are uploaded to their account and kept up to date; use the computer system to coordinate and schedule requested activities and services for clients and their pets; contact local veterinarians’ offices for vaccine information; follow up to ensure client’s needs are addressed; advise client on admission policies as necessary. Perform a variety of clerical duties, organizing and sorting mail, cleaning, organizing reception area, etc.
Check-Out
Address clients promptly and politely at counter; ensure that all services are completed to the client’s satisfaction; ensure charges are complete before check-out; inform client of balance due; accurately process invoices and payments.
Phones
Answer all incoming calls in a timely manner, maintain courtesy and professionalism at all times.
Retail Operations
Perform over-the-counter selling of merchandise. Exercises a technical knowledge of products sold and demonstrates salesmanship abilities. Explain and answer questions concerning products. Keep the retail area restocked and collect fees, make change, and process credit card transactions.
Cleaning and Organization of Work Environment
Maintain cleanliness of work area keeping counters free of clutter, spot cleaning as necessary; ensure lobby is cleaned and organized to portray an efficient and welcoming atmosphere; restock products, client education materials, and brochures as necessary. Keep equipment and supplies well organized.
Safety and Company Policy Compliance
Be conscientious and aware of any potential dangers and work with the Front Desk Supervisor to implement safety measures when necessary for the protection of all staff, clients and employees.
SKILLS AND KNOWLEDGE
- Possession of strong organizational and interpersonal skills
- Excellent verbal and written communication skills
- Requires strong customer service skills
- Ability to work independently on assigned tasks as well as accepts direction on given assignments
- Knowledge of computers and relevant software applications including MS Office and GoogleDocs
- A passion for animals and animal care, especially dogs
- History of providing care for animals is a plus (e.g. animal clinic, pet sitting, pet shelter)
PHYSICAL EFFORT
The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job.
- Frequently position themselves and move about the reception area to file, use office machinery such as printers and computers, and assist clients with merchandise.
- Frequently transports inventory to stock shelves. Frequently handling 30 pounds and occasionally handling 50 pounds.
- Frequently handles dogs of all sizes, breeds, and ages.
WORK ENVIRONMENT
While performing the duties of this job, the employee may be exposed to hazards associated with handling of animals including exposure to unpleasant odors and noises and exposure to bites, scratches and animal waste.