Care Coordinator/Customer Service Representative

Job Description

Care Coordinator/Customer Service Representative

At Pet and Home Care (PHC), our Care Coordinator is a customer service ninja who acts as the first point of contact for both our clients and our pet sitters in the field. This detail-oriented role answers client questions, schedules both in-home and pet resort services, and ensures that all services are conducted on-time and to PHC’s standards. Reporting to the company President and Founder, the Care Coordinator also supports various administrative tasks and marketing initiatives as time allows. If you’re customer service-oriented, you pay close attention to details, you love logistics, you take a common sense approach to problem solving, present yourself with a friendly, professional, and energetic demeanor, have a track record for reliability, and, of course, you LOVE pets, this is the perfect job for you!

PRIMARY RESPONSIBILITIES:

• Receiving and responding to incoming client inquiries over both phone and email.
• Scheduling service requests based on client needs and staff availabilities
• Supporting our team of caregivers and helping them solve basic issues they encounter and elevating more complex issues to the management team
• Managing and distributing client keys at our administrative office
• General support for company President and admin team
  
  

Secondary responsibilities may include:

• Covering for caregivers in the field in event of emergency or last-minute schedule changes
• Running keys or other supplies to pet sitters in the field
• Representing Pet and Home Care at occasional events and festivals in Frederick and Montgomery counties
• Pitching and executing ideas for social media and other content marketing efforts
  
  

DESIRED QUALIFICATIONS:

• One to two years experience in a customer service or office manager role
• Strong written and oral communications skills
• Demonstrated track record of reliability and trustworthiness
• Familiarity with Frederick County, MD and Montgomery County, MD
• Familiarity with G Suite
• Must be 18 years or older
• Must have a valid driver’s license and reliable vehicle.
  
  

OTHER HELPFUL EXPERIENCE (but not necessary):

• CRM systems
• Content management systems
• Executive team support
• Pet care and/or service industry
  
  

HOURS: Full-time, 40 hours a week, Monday-Friday. Weekend and holiday availability is required.

LOCATION: Our administrative office is located in the heart of Urbana in Frederick County. The Care Coordinator must work in-person at our office.

PAY: Varies based on experience