Customer Service Manager

Job Summary

The Customer Service Manager is responsible for overseeing all front-of-house operations to ensure an exceptional experience for our clients and their pets. This role combines strategic oversight with hands-on management of daily operations, client interactions, team development, and administrative functions. The Customer Service Manager will serve as a key support to the Assistant General Manager, driving client satisfaction, operational efficiency, and business growth.

Key Responsibilities

Client Experience and Front Desk Operations:

• Oversee all front desk operations, including client check-ins/check-outs, scheduling, and payment processing.
• Ensure seamless client communication via phone, email, and in-person interactions, maintaining a high standard of professionalism and responsiveness.
• Act as an escalation point for client concerns, resolving issues promptly and effectively.
• Regularly review and update client-facing processes to enhance the overall customer experience.
• Promote upselling by identifying opportunities to offer additional services or products during client interactions.
• Train the front desk team to confidently upsell and recommend additional services such as baths, nail trims, pet taxi, or park walks.
• Work proactively to increase retail purchases by clients and integrate product recommendations into client check-ins.

Team Leadership and Development:

• Recruit, train, and mentor front-of-house staff, fostering a culture of excellence, accountability, and teamwork.
• Conduct regular performance reviews, providing constructive feedback and setting measurable goals.
• Schedule and manage the front desk team to ensure optimal coverage during peak hours and special events.
• Develop and deliver ongoing training programs to improve team knowledge, skills, and performance.

Operational Management:

• Monitor and manage daily operations to ensure smooth workflows and adherence to company policies and procedures.
• Collaborate with the General Manager to implement operational improvements and initiatives.
• Coordinate with the back-of-house team to align schedules and ensure a cohesive experience for clients and pets.
• Oversee inventory management for front-of-house supplies, ensuring adequate stock levels.

Strategic Planning and Reporting:

• Analyze front-of-house performance metrics, including customer satisfaction, operational efficiency, and revenue generation, providing regular reports to the General Manager.
• Identify trends and opportunities for improvement, developing actionable plans to address gaps.
• Participate in business strategy discussions, contributing insights from the front-of-house perspective.
• Support marketing efforts, including promotional campaigns, events, and social media initiatives.
• Assist in growing relationships with local vendors, veterinarians, pet shops, shelters, and other relevant organizations to enhance the company’s presence in the community.

Administrative and Financial Oversight:

• Manage client accounts, ensuring accurate billing, timely payments, and proper documentation.
• Collaborate with the General Manager to review budgets, forecast revenue, and manage expenses related to front-of-house operations.
• Maintain compliance with company policies, safety regulations, and industry standards.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Hospitality Management, or a related field (preferred).
• Experience: Minimum of 3-5 years in a customer service, hospitality, or pet care management role, with at least 2 years in a leadership position.
• Skills:
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Proficiency in administrative and operational software (e.g., Gingr, Homebase).
• Detail-oriented with strong organizational and multitasking skills.
• Problem-solving mindset with a focus on client satisfaction.
• Financial acumen, including budget management and reporting.
• Comfortable with in-person and phone-based sales.

Key Competencies:

• Client Focus: Demonstrates a commitment to delivering exceptional service to both clients and their pets.
• Leadership: Inspires and motivates team members to achieve shared goals and maintain high standards.
• Adaptability: Thrives in a fast-paced environment and adjusts priorities as needed.
• Proactivity: Anticipates challenges and takes initiative to address them.
• Collaboration: Works effectively with cross-functional teams to ensure cohesive operations.

Benefits:

• Competitive salary based on experience.
• Health, dental, and vision insurance options.
• Paid time off and holidays.
• Professional development opportunities.
• Discounts on pet care services.