The Client Services Representative is responsible for checking pets in and out of the facility for overnight lodging, day care, grooming, or training visits. Incumbent is also responsible for communicating with clients (pet parents) in person and over the phone to convey information regarding their dog's upcoming stay and/or experience in a professional manner. The Client Services Representative is the main point of contact with clients and is responsible for delivering exceptional customer service and must have a keen awareness of all clients' demeanor. The Client Services Representative will meet or exceed productivity and cleanliness standards, taking corrective action as needed to ensure standards are maintained. Work hours/days vary as dictated by business needs, and will include weekends. All employees of the Folsom Dog Resort are required to work during peak travel periods (i.e. summer vacation) and holiday seasons and on major holidays.
ESSENTIAL DUTIES AND RESPONSIBILITIES
â€¢ Greet new and prospective clients in a warm and professional manner
â€¢ Develop relationships with repeat clients, getting to know them and their dog(s)
â€¢ Schedule reservations for returning clients in company's reservation software system
â€¢ Notify clients of expired vaccinations prior to drop off
â€¢ Complete various administrative tasks in between interactions with clients
â€¢ Handle incoming phone calls and follow company's protocols based on the nature of the call
â€¢ Effectively and professionally manage situations where multiple clients are in need of service and attention at the same time
â€¢ Collect payment for services through cash, check, or credit cards. Complete nightly "end of day" financial reports and reconciliations.
â€¢ Complete various data entry tasks with accuracy
â€¢ Schedule client appointments on company's scheduling software
â€¢ Audit client bills and ensure accuracy prior to check-out
â€¢ Monitor front desk upkeep and organization
â€¢ Expedite special guest requests and services
â€¢ Handle VIP clients as needed
â€¢ Check and complete required reports and logs in an effective and efficient manner.
â€¢ Communicate with clients about their pet's stay as/when necessary.
â€¢ Conduct inventories of supplies and retail items
â€¢ Audit reports and conduct research in client database
â€¢ Implement special instructions and/or projects directed by the Operations Manager.
â€¢ Make recommendations on process improvements.
â€¢ Perform other duties as directed, developed or assigned.
Education and/or Experience: Minimum six months experience working at a front desk at a hotel, veterinarian office, doctor's office, or pet care facility. Must have knowledge of essential customer service techniques, methods, and skills.
Language / Communication Skills: Must have exceptional confidence in communicating with people face-to-face and in communicating delicate information. Ability to "think on your feet" when faced with a situation that requires the need to adapt in order to keep a client happy. Ability to read, write, and verbally communicate effectively and professionally with other staff members, management, clients, and Company Owners. Ability to diplomatically deal with difficult situations, clients, staff members, and people, while exhibiting a consistent level of professionalism.