About the position
As a Pet Care Technician / Front Desk Associate at Paw Commons, you will play a crucial role in ensuring the well-being of pets while providing exceptional customer service to their owners. This position requires a blend of administrative duties and hands-on pet care, all while maintaining a positive and professional representation of the Paw Commons brand. You will be responsible for executing workflow initiatives in a teamwork environment, focusing on identifying and addressing bottlenecks that may affect time constraints and goal completion deadlines. Under the guidance of the management team, you will apply company policies and procedures to deliver superior pet care for the dogs entrusted to us. Your role will involve detailed communication regarding the health and well-being of the animals in our care, especially in cases of sickness or injury. You will be expected to communicate effectively with management about any challenges or opportunities within the facility, including repairs and setbacks, while also offering solutions. Maintaining client profiles with accurate information about their pets will be essential to enhance the client experience. You will maximize each client interaction by demonstrating expertise about the services offered and ensuring consistency with sales metrics. In addition to your front desk responsibilities, you will provide ancillary support to the pet care staff, ensuring that client expectations are met. Your duties will include administering and monitoring feeding, water, and medication consumption, as well as facilitating communication with pet owners regarding any health concerns or injuries. You will also be responsible for maintaining the cleanliness of the lobby and adjacent areas, handling cash transactions, and coordinating appointment reservations. This position requires a strong commitment to safety measures and policies, as well as a proactive approach to problem-solving and customer service.
Responsibilities
- Execute workflow initiatives in a teamwork environment focusing on bottlenecks affecting time constraints and goal completion deadlines.
- Apply policy and procedure to achieve superior pet care for the dogs in our care.
- Lead initiatives in providing information regarding sick or injured animals, communicating directly with managers and peers.
- Maintain client profiles with information on the health and well-being of their animals to elevate the client experience.
- Maximize client interactions to maintain expertise about services offered and consistency with sales metrics.
- Provide ancillary support to pet care staff with narratives to suit client expectations.
- Represent the Paw Commons brand by adhering to company policies and standards during client interactions.
- Administer and monitor feeding, water, and medication consumption for pets.
- Communicate detailed information regarding injuries and sickness in animals and assist in coordinating urgent care.
- Support management in training and cultivating new staff members.
- Engage with customers at check-in and check-out using the 'Bad words better replacements' philosophy.
- Perform vigorous cleaning and dog handling for daycare supervision while adhering to safety measures and policies.
- Handle cash transactions and reconcile location tip allocations.
- Coordinate appointment reservations initiated by clients or the reservations team.
- Answer phone calls, provide updates for clients, and resolve client concerns.
- Facilitate communication with dog owners regarding health setbacks and injuries in a timely manner.
- Record all fine and pertinent details of guest requirements via Paw Loyalty.
- Maintain cleanliness of the lobby and adjacent areas.
- Ensure proficiency in all vaccine requirements, policies, and compliance.
Requirements
- Excellent customer service and peer service skills.
- Strong organizational skills in documentation and execution of objectives.
- Proficiency in Microsoft platforms including Outlook, Excel, MS Forms, and Teams.
- Proficiency in Gingr software.
- Mastery of the 'Bad words better replacement' policy for client communication.
- Open and effective communication skills.
- Adaptability and flexibility in a dynamic work environment.
- Strong listening skills and appreciation for constructive feedback.
- Disciplined time management and accountability.
