Do Good and Serve Your Neighbors

Come work with the very best.  Alexandria Pet Care is a busy pet sitting, dog walking and dog training company that serves our local neighborhoods around town. We’re seeking a cheerful and detail-oriented professional with high standards of customer service excellence, to maintain healthy client relationships and precise appointment scheduling for our team of field employees.

Open Position: Client Services Coordinator

 

JOB POSTING:

We are a 365-day business operation serving client and employee needs from 7am to 10pm each day.  This part-time position is a 2-3 day per week position, and works closely in a job share with our Client Services Manager.

The Coordinator works a set schedule of 2 weekdays each week and a rotation of on-call weekend Manager on Duty, 0-2 weekends each month.  Hours are on-call from 7am to 10pm with working open office hours on weekdays, 9 am to 5 pm. During on-call hours, the Coordinator monitors incoming voicemails and emails for urgent issues that need immediate attention. Otherwise, all routine non-urgent work is during open hours.

Functional areas of responsibility:

The Client Services Coordinator serves as our go-to-person at our office for new prospects, existing clients, and employees.  The best candidate will bring diverse skills from all phases of the small business client lifecycle: sales, account management, delivery, retention, problem resolution, customer service, then be able to apply them in a caring, family-oriented, personalized business relationship with our client families.

1. New Business Development:

managing our sales funnel while qualifying, welcoming, and educating prospects.

2. Client Account Management, Satisfaction, and Communications:

ensuring clients are delighted from the day they hire us through the 10+ year lifespan of their pets, handling ongoing client communications and education, helping clients use their online accounts to update their instructions and pet data on file, relaying and resolving employee questions and issues with client homes or pets’ care, handling client complaints, questions, and issues to a mutually beneficial resolution

3. Appointment Scheduling:

processing all client appointment requests using our cloud based software, ensuring accurate booking and assignments to their pet care teams for of 2,000+ pet visits per month, tracking client departures and returns, confirming client schedule changes and cancellations, watching daily progression of visits completed

4. Employee Service, Support, and Internal Communications:

caring for the needs, information updates, and expectations of a team of field employees, coordinating time off approvals to ensure full coverage, communicating client changes or improvements, making arrangements for employees to meet clients for instruction details or training

5. Technology Knowhow:

experience in CRM, scheduling software, cloud-based operations, Office 365 / Microsoft Exchange. Bonus if you’ve worked in MailChimp, WordPress, Hootsuite, Dropbox, Google Drive, Trello, or Evernote

6. Operations Support:

serving “On Call” as Manager on Duty in rotation with other employees, understanding business processes in a service business, comfortable making decisions about when business rules are to be followed and when they can be modified for client care and satisfaction

Skills and Competencies:

The best candidate will have a deep love for all pets. If you are an outgoing, engaging, proactive, collaborative, team-oriented individual with the ability to interface with the public and work independently, and call yourself a detail-oriented technology rock star, then read on. You will succeed here if you see yourself in this list:

  1. positive “I’ll handle that for you!” attitude
  2. a dedicated “I’ve got your back” attitude with employees
  3. knowledgeable about pet behaviors, pet care, and pet sitting protocols
  4. motivated by a love of serving others
  5. gracious phone skills & professional email communications
  6. able to connect with and enjoy talking with people of all types and all personalities
  7. unflappable in the face of crises, urgent tasks and last-minute client bookings
  8. thrive in a fast-paced environment where someone is always asking you something new
  9. able to prioritize and manage incoming messages based on business operations priorities
  10. ability to follow detailed operating procedures and to recommend improvements
  11. ability to anticipate next steps for clients, for tasks, and employees
  12. facility in anticipating what others need from you next today, tomorrow, and in the future
  13. responsiveness, problem solving, thinking ahead, unflappable calm, and an enjoyment of diverse responsibilities

TO APPLY: FOLLOW THESE TWO STEPS

1. To be considered for this position, you must submit an email including:

  • (a) a cover letter addressed to the General Manager. The cover letter must be in business format and must be limited to one page. In the cover letter please include your interest in the position and the reasons you are the ideal candidate for this position based on the job description. Include professional experiences that substantiate your reasons.
  • (b) a professional resume with the following required information (no limit to the page numbers). Your resume must include your education information and all employment in reverse chronological order (i.e. current or most recent employment first) and must explain any gaps greater than one month since completion of your education. For each position held, indicate your roles and responsibilities and highlight key achievements. Send those two items to our office email address (office at alexandriapetcare dot com).

2. To be considered for this position, you must complete this online skills assessment: https://goo.gl/forms/KCh63874MQxhv2hC3