Client Concierge Lead

Summary and Corporate Profile:

The Bark Shoppe (TBS) is a fast-growing pet care company, and we're looking for a passionate individual to join our team as a Client Concierge Lead. We are hiring at our location in Harlem, NY.

At The Bark Shoppe, our guiding principle is “Your Pet. Our Priority.” We are dedicated to our customers, their pets, our staff, and our community. Our products and services are crafted with the expertise of leading pet care professionals. As a woman-owned business, we are deeply committed to diversity and inclusion in the workplace. Join our growing team that values differences, celebrates innovation, and welcomes everyone!

We believe in you, and we are here to support you every step of the way. Working here is a vibe—and all are welcome. At The Bark Shoppe, anything is pawssible.

Roles and Responsibilities: 

As a lead member of the Bark Shoppe team, you will play a pivotal role in delivering exceptional customer service while upholding quality standards, meeting deadlines, and adhering to established procedures. Serving as the first point of contact for all customers, you will oversee the check-in and check-out process for pets, ensuring a seamless and positive experience.

In partnership with the Senior Store Operations Lead, you will actively contribute to driving revenue, guiding staff improvement, and ensuring the store operates safely and efficiently during business hours, including opening and closing procedures.

You will act as the central point of communication for customer relationships, addressing inquiries promptly and effectively across phone, email, and chat platforms. This role requires strong leadership in a dynamic pet boarding and grooming environment, where you will inspire and lead the team to excel.

A key aspect of your responsibilities includes encouraging service rebookings, promoting product sales, and following up with clients to strengthen customer loyalty and satisfaction.

Key Responsibilities:

• Manage and support exceptional customer service.
• Handle inside support demands and proactively respond to customer concerns.
• Oversee sales, rebooking, and scheduling activities.
• Represent TBS with a professional demeanor at all times.
• Ensure all records and company databases are updated following company procedures.
• Demonstrate a problem-solving approach to resolve challenges.
• Assist in implementing service policies, and communicate them to staff and customers.
• Investigate and resolve customer service complaints.
• Develop a high-performing team to meet or exceed set service and sales goals.

Experience and Education Requirements:

• 7 years experience supervising staff in a customer service setting.
• Front desk or concierge experience.
• Exceptional product/service sales ability.
• Ability to work a flexible schedule, including early mornings, holidays, and weekends
• Reliable, punctual, and dependable.
• Proven ability to multi-task on client, pet, and safety needs in a fast-paced team environment.

Highly Preferred Skills:

• Boulevard and Shopify platforms experience.
• Animal care/handling experience
• Bilingual (Spanish).

Knowledge, Skills, and Abilities:

• Must love dogs and cats!
• Comfortable working with pets of all ages, size, and temperament.
• Holds a genuine and sincere interest in pets’ individual needs.
• Good written and oral communication skills.
• Positive outgoing personality and excellent customer service skills.
• Active listening skills in handling all customer interactions.
• Reliable and punctual.
• Detail-oriented and ability to prioritize/ manage multiple tasks.
• Ability to tolerate being in close contact with various bodily fluids and to get dirty frequently.
• Physically able to handle dogs of all sizes and to lift up to 60 lbs.
• Ability to operate Office Software/ Systems.
•  Tech Savvy.
• Excellent organizational skills.
• Candidates must be able to stand for up to 8-10 hours per shift or remain physically active at the front desk for extended periods. 
• This role requires sustained physical activity and the ability to maintain focus and productivity throughout the shift.

Benefits:

• Tips
• Employee Assistance Program
• Professional Development Training