Professional Pet Care Concierge

Location: BARK + BOARDING MANASSAS

Reports to: Front Desk Supervisor, General Manager

Position Status: Part Time or Full Time (including weekends and holidays)

Wage: $13-15/hour

Provide welcoming, attentive customer service to our clients through utilization of knowledge and proficiency in all aspects of reception duties, through communication, education, and dedication. Providing an enjoyable experience for all clients and pets from the moment they walk in the door until the moment they leave. As a Pet Care Concierge at Bark + Boarding, you will be responsible for record keeping activities, perform clerical duties related to pet care and treatment, and provide miscellaneous support to Front Desk Supervisor, General Manager, and Owner.

These service functions include but are not limited to reception (visitor and telephone), maintenance of records, accounts maintenance, cash processing, data entry, word-processing and mail service. This position requires an outstanding customer service attitude with excellent communication, organizational, and interpersonal skills.

The individual must be able to prioritize multiple projects, work well under pressure and have administration experience. Position requires a strong ethical commitment to the mission and purpose of Bark + Boarding.

Supports the organizational mission and goals of Bark + Boarding by:

• Promoting exceptional customer service for our clientele during all stages of their visit.
• Functioning as a team member at all times by communicating effectively and diplomatically, being approachable and willing to assist co-workers, maintaining a positive and proactive attitude, and promoting interdepartmental communication and cooperation.
• Creating a positive and memorable client experience by exceeding customer expectations and actively increasing customer loyalty.
• Expanding knowledge through continuing education and the willingness to learn new tasks.
• Interact with all animals with compassion and concern for their wellbeing.

Acknowledge each client promptly with a courteous, pleasant, helpful, polite, and professional demeanor; conduct each client interaction in a manner consistent with quality customer service at all times; anticipate clients’ needs and offer assistance before it is requested; schedule pet appointments for grooming, in-home services and boarding; address client concerns regarding pet; handle emotional/controversial situations with professionalism and compassion; handle routine customer complaints and problems to the best of your ability;

refer difficult or unfamiliar situations to Front Desk Supervisor or General Manager.

Greet clients promptly and politely; assist with daycare applications, boarding buddies, and other forms to ensure all forms are completed accurately and thoroughly; ensure that client documents are uploaded to their account and kept up to date; use the computer system to coordinate and schedule requested activities and services for clients and their pets; contact local veterinarians’ offices for vaccine information;

follow up to ensure client’s needs are addressed; advise client on admission policies as necessary. Perform a variety of clerical duties, organizing and sorting mail, cleaning, organizing reception area, etc.

Address clients promptly and politely at counter; ensure that all services are completed to the client’s satisfaction; ensure charges are complete before check-out; inform client of balance due; accurately process invoices and payments.

Answer all incoming calls in a timely manner, maintain courtesy and professionalism at all times.

Perform over-the-counter selling of merchandise. Exercises a technical knowledge of products sold and demonstrates salesmanship abilities. Explain and answer questions concerning products. Keep the retail area restocked and collect fees, make change, and process credit card transactions.

Maintain cleanliness of work area keeping counters free of clutter, spot cleaning as necessary; ensure lobby…