Client Experience Coordinator

About Every Dog

Every Dog Behavior and Training is a 5-year-old nonprofit dedicated to making dog training and behavior resources inclusive and accessible to the Austin community. Our certified trainers and behavior consultants offer group classes and private training throughout the area.

We’re not your typical training organization! Our mission is to make training accessible for all, offering financial assistance across our programs to ensure cost never prevents families from accessing the support they need. We host free webinars on a variety of topics, including a BIPOC Speaker Series to increase representation within the dog training industry. We also reserve free spots in our classes for shelter dogs and provide financial assistance for families who face barriers in accessing veterinary behaviorist support.

At Every Dog, we prioritize meeting people where they are. Our non-judgmental, inclusive approach reflects our commitment to diversity, equity, and inclusion (DEI), fostering a welcoming environment for all.

Job Description

We are looking for a passionate Client Experience Coordinator to join our team. The Client Experience Coordinator is responsible for making sure every client (or potential client) receives excellent care. They assist customers through email, phone calls, and face-to-face interactions, ensuring that everyone gets what they need.

The Client Experience Coordinator also ensures that the training center is clean and welcoming for guests, and helps people find and purchase the right training items on site. They keep admin running smoothly, from following up on invoices to sending vaccination reminders to ordering inventory. They are a go-getter “border collie” who’s enthusiastic and positive and loves to pitch in to get the job done. Their attention to detail is unmatched, and they love keeping everything running smoothly as part of a team.

The Client Experience Coordinator goes the extra mile to break down barriers for clients and community members. They’re obsessed with creating relationships with everyone they meet, and working toward common goals. The ideal candidate is passionate about offering top-notch training services, and truly loves working with people. They want to really serve their community and are committed to diversity, equity, and inclusion.

Responsibilities

• Manage the front desk, including sign ins and validation of vaccination records and waivers
• Maintain expert level knowledge of all Every Dog classes, services, pricing, promotions, service providers, client policies and procedures.
• Provide exceptional customer service in client communications including phone calls/voicemails, emails and in person communications.
• Assist clients with purchase of retail products.
• Assist customers with class recommendations and product recommendations, and facilitate the sign-up process for customers.
• Manage booking calendar, including booking appointments, managing cancellations, and monitoring the calendar for conflicts.
• Assist with maintaining a pristine training center and training environment at all times, including vacuuming and mopping of floors, dusting, and various other cleaning activities as needed.
• Actively seek ways to include, including making the space and activities welcoming for folks with disabilities, neurodivergence, or from different cultures.
• Assist in training and working with volunteers, and manage volunteer communications and scheduling
• Managing administrative processes like vaccine reminders and accounts receivable.
• Manage retail inventory- log new products, tally products in inventory, tag and place new products in the store.
• Assist with group dog training classes as needed, and assist with set-up and take-down for classes or events.
• Update and maintain the class schedule in the booking system and the website.
• Post on social media as needed.
• Create client-facing newsletters.
• Advise and collaborate on training center schedule and new classes.
• Track and monitor data and metrics like fill rates/attendance, revenue, and retail sales.
• Other duties as assigned.

Qualifications

Who We’re Looking For

• You love working with people and have a strong commitment to equity, inclusion, and accessibility.
• You’re passionate about meeting clients where they are, without judgment.
• You’re a proactive problem-solver who isn’t afraid to jump in where needed.
• You’re open to feedback and eager to grow.
• You can manage multiple priorities in a fast-paced environment while maintaining a high level of service.
• You have strong communication skills and can collaborate effectively with clients, team members, and volunteers.
• You have excellent written and verbal communication skills

Experience and Skills

• Experience with business-facing booking software or CRM.
• Working knowledge of personal computer and office equipment use, including Google Workspace.
• Ability to manage a high volume of interactions and tasks with unscheduled interruptions while maintaining quality of both service and deliverables.
• Ability to troubleshoot and problem-solve client, computer, and minor equipment issues.
• Self-motivated team player willing to take instruction and comfortable with plenty of individual responsibility.
• Considerable verbal, written and interpersonal communication skills.
• Ability to articulate and promote the nonprofit’s offerings and vision, mission, and values.
• Ability to use appropriate judgment in escalating client or staff concerns to supervisor(s)
• A non-judgmental attitude and a passion for equity and inclusion.
• Ability to stand or sit for 2-3 hours during training classes and lift, carry, and move heavy boxes or dog training equipment.

Pay & Benefits

This an hourly W-2 position paid at $20/hr. We are open to a full or part time person, including both weekend days and at least one additional day per week.

(Note: We do not negotiate salaries to ensure equity; our pay is based on market research and cost-of-living estimates.)

Sample Schedule (subject to change):

• Friday,Saturday, and Sunday: 8:30am-5:30pm
• Monday and Tuesday: 12pm-9pm

Benefits

• Professional development: $250/year for continuing education.This is a great opportunity to learn about dog training and gain some experience.
• Financial: 401k plan, free group dog training class annually (up to $250), discounts on merchandise and retail.
• If Full Time:
• Health: $200 monthly Health Reimbursement Account for insurance, unlimited sick days.
• Time off: 4 weeks (160 hours) of paid time off, 7 paid holidays (Jan 1st, July 4th, Thanksgiving, Day After Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve).

Commitment to DEI

At Every Dog, we are committed to diversity, equity, and inclusion in all we do. We actively incorporate DEI into our work and strive to create a welcoming environment for all community members and staff.

How to Apply

After an initial review of applicant materials, the hiring process may involve (in any order):

• Virtual interview (45 minutes)
• Virtual panel interview (1 hr) with up to 3 members of the Every Dog team
• In person interview and tour of facility (1hr)
• A writing exercise to assess responses to common emails

Equal Opportunity Statement

Every Dog is an Equal Opportunity Employer and does not discriminate based on race, color, religion, national origin, gender, sexual orientation, age, ability, or any other protected characteristic. We strive to reflect the diverse communities we serve.

Job Types: Full-time, Part-time

Pay: $20.00 per hour

Expected hours: 20 – 40 per week

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Professional development assistance

Shift:

• Evening shift

Application Question(s):

• What experience do you have working in customer service?
• Are you available to work both weekend days?
• Why Every Dog?

Work Location: In person

Salary : $250