Job Description

Paws At Play, a leading name in pet care services, is excited to announce a job opening for a dedicated Phone Coordinator. This position is centrally important to our daily operations and is designed for individuals passionate about delivering exceptional customer service in a dynamic environment. The role of Phone Coordinator is a full-time position based at our central office, making it essential that applicants are prepared for an engaging on-site job setup; this is not a remote job opportunity.

The successful candidate will act as the initial point of contact for our clientele, managing communications across multiple channels but primarily focused on telephone interactions. Our aim is to make each client feel informed, cared for, and satisfied that their furry friends are in the best possible hands. If you're a professional with a knack for managing client interactions smoothly and efficiently, we invite you to join our team and contribute to our community's vibrant pet-loving spirit.

Duties and Responsibilities

• Professionally handle incoming calls for all Paws At Play locations and ensure all client inquiries are resolved congenially and efficiently.
• Speak to new clients and educate them on our extensive range of services including dog daycare, boarding and bathing services.
• Upsell additional services and products to clients making reservations at our dog daycare and dog boarding facility.
• Manage a robust appointment scheduling system, making sure there is coordination across various service departments.
• Maintain detailed records of client communications and preferences to enhance customer service and personalization in future interactions.
• Coordinate with internal teams to ensure availability of services and address potential scheduling conflicts before they affect clients.
• Handle service complaints and escalate to the relevant department if necessary, ensuring client satisfaction and retention.
• Participate in training sessions and meetings to stay updated on new advancements in the industry and within Paws At Play.
• Assist in various administrative tasks as needed to support departmental effectiveness.

Requirements

• Proven experience in sales, particularly in upselling products and services in a customer flow environment.
• Strong history in customer service roles, demonstrating superior customer satisfaction skills.
• Exceptional phone etiquette and ability to manage multiple calls efficiently.
• Proficiency in using computer programs and telephone systems relevant to customer service and booking systems.
• Excellent communication skills, with proficiency in English; bilingual abilities are a plus.
• Adaptability to handle and thrive in high-pressure situations typical in front-line customer engagement roles.
• Attention to detail for accurately capturing client information and requisites for service perfection.
• Friendliness and an enthusiastic love for pets, with a patient outlook towards pet owners’ concerns and inquiries.
• Minimum educational requirement: High school diploma; further education or certifications in customer service or management preferred.