Job description

This is a full-time position that will be scheduled for 35-40 hours each week, with no set schedule. Our hours of operation are Monday-Friday 7 AM to 7 PM, Saturday 8 AM-3 PM, Sunday 9 AM-1 PM. This position will be scheduled anytime during those hours.

The Pet Station Country Club is an upscale pet resort in the east end of Louisville. The Client Services/Front of House Coordinator will be responsible for operations at the front desk, which is the hub for all the action that happens here. This individual is the knowledge guru and go-to for all four major services we provide here: grooming, dog daycare, boarding, and dog training. Client communication and relationship building are huge aspects of the front desk responsibilities and are big parts of what makes this position one of the most important in our company. It is imperative that the Client Services Coordinator understands interpersonal communication and knows how to work with other teammates to get the job done.

The daily happenings at the front desk are filled with excitement. The ideal candidate will have proven experience providing service while staying cool, calm, and collected in a fast-paced environment. While we are a pet services facility; the focus of this position is our human clients. This is not a typical desk job.

The Client Services Coordinator will:

• Use multi-tasking skills to maneuver a constant flow of tasks and interactions; we have up to 150 face-to-face client interactions each day, and receive between 80-100 actionable calls daily
• Bring positive energy to their team and clients
• Encounter every interaction with a smile
• Present a professional appearance and demeanor at each shift
• Master our operating systems (both Mac and PetExec) to their fullest capacity
• Schedule daycare, boarding, and grooming appointments correctly using PetExec
• Know our website, services, and prices, and be able to accurately relay information to clients and team members
• Feel comfortable de-escalating situations and troubleshooting in the moment
• Counsel clients on options for their pet using their knowledge of the services we offer and what would work best for the individual dog and owner
• Prioritize getting to know our clients and strive to anticipate their needs
• Think and act ahead to anticipate and solve potential issues, whether it be confirming a particularly nervous owner’s email address and communicating that with the Team Leads, or giving a Team Lead a heads up about a sticky situation with a parent and collaborating on solutions
• Audit client documents through PetExec and input or update information correctly
• Be punctual and show up to work when scheduled, ready to work
• Move, think, and react quickly
• Communicate effectively with peers and leadership
• Partner with veterinary offices to obtain any client vaccinations or necessary health information
• Be comfortable handling dogs and cats of all sizes and breeds
• Maintain a clean lobby and lobby bathroom using the products and tools provided
• Perform any other duties as assigned by Team Lead or General Manager

The ideal candidate is:

• Experienced with thinking and acting quickly in a fast-paced environment (service industry experience strongly preferred)
• Comfortable de-escalating situations with clients
• Proactive and takes initiative!
• Conscientious and holds themselves to a high standard of data integrity
• Comfortable with continuous interdepartmental communication and feedback
• Comfortable handling all breeds and sizes of dogs

Work Remotely

• No

Job Type: Full-time

Pay: $17.50 - $19.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Weekend availability

Ability to commute/relocate:

• Louisville, KY 40241: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer relationship management: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: One location

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