Front Desk Coordinator/Pet Parent Relationship Manager

This unique position is a combination of the roles of Front Desk Coordinator and Pet Parent Relationship Manager.

The individual hired for this position must be able to multitask, be outgoing, organized, and efficient.

Experience with dogs is not required, but willingness to handle dogs of all sizes and complete the Dogtopia trainings for safe handling is required.

This position has potential for promotion to management.

Both job descriptions are listed below.

This is a full time position.

Some weekends and holidays are required. You would not work every weekend or holiday. Most shifts are Monday through Friday.

PPRM JOB DESCRIPTION

CORE COMPETENCIES

• Fully understands the Dogtopia daycare and boarding model
• Ability to effectively explain the benefits of Dogtopia’s services
• Ability to close the deal – sell passes and memberships
• Completion of onboarding

QUALIFICATIONS

• Must love dogs
• Sales and Customer service experience
• Ability to work flexible hours
• Ability to work cohesively with others in a fun, fast paced environment
• Strong customer service skills
• Able to work within a structure, but to think and act flexibly when needed

PERSONAL CHARACTERISTICS

• Proactive- results focused, self-starter
• Intense, restless, driving
• Emotionally intelligent
• Multi-tasker
• People/relationship focus
• Extroverted, warm, enthusiastic
• Persuasive selling style

SALES INITIATIVES

• Plan and manage the Social Media campaign(s)
• Determine and effectively manage the digital spend for the center
• Establish and maintain the guerilla marketing effort for the center
• Implement and manage the Tier 1 marketing campaign
• Manage the referral program
• Conduct the 11-stop tour to prospective pet parents at the meet and greet
• Manage the communications between prospective leads and the center

o All calls answered within 3 rings

o All voicemails answered within 2 hours of receipt – 12 hours if received after business hours

o Emails responded to within 2 hours of receipt – 12 hours if received after business hours

• Achieve agreed upon sales targets and outcomes within scheduled timeframe
• Follow daily schedule for position
• Follow Meet & Greet Booking Flow Chart
• Follow lead management process (CRM)

Revised 6/26/2019

• Maintain 6+6=4&4 tracking system
• Maintain the weekly Marketing program

CUSTOMER SERVICE & PRESENTATION

• Practice the 3 S’s (smile, story and satisfaction)
• Complete Pet Parents new client forms
• Be knowledgeable on pricing and services
• Answer all questions/concerns/complaints with urgency and care
• ENJOY your team! GROW your team! And PLAY to your fullest potential

As the PPRM you are responsible to work with Pet Parents and team members to ensure our customer

experience sets the highest standards and satisfaction, while growing D.I.D.

FRONT DESK COORDINATOR

Bring your dog to work? That’s right! Dogtopia, the industry leader in dog daycare, boarding, and spa services has an immediate opening for an energetic, organized, business-minded individual that will be the first point of contact as a Front Desk Coordinator. This person should love dogs - and, upon successful completion of training, you can even bring YOUR dog to work with you! What a bonus!

What we offer: Let’s look at what Dogtopia does for you!

*It’s always bring your dog to work day! *Education in basic dog obedience and training *Fun, dynamic team culture with more than 60 locations *Career progression based on performance *Additional certification programs available *Competitive wages with flexibility in scheduling *Learn key skills related to customer service, teamwork, or even sales!

Now that we have the fun out of the way let’s get into what you can offer us.

• Day to day Duties

o Data entry

o Creating Pet Parent Charts

o Greeting EVERYONE that walks in or out of Dogtopia!

o Understanding Dogtopia’s retail items

o Understanding our Dogtopia-isms

The rules by which we, as Dogtopians live by are: We LOVE life unconditionally like a dog.

We STAY loyal to our pack.

We CHASE the absolute highest standards of safety. We PLAY to our fullest potential.

We TREAT every day like It’s the Most Exciting Day Ever!

• Clean and Safe Environment to ensure our furry friends are always in a safe and clean environment we take pride in working as a team to get all the nitty gritty complete

o Maintain and update cleaning schedule, along with holding themselves and team accountable to the Dogtopia’s safety and cleaning standards.

o Inventory management of cleaning, dog and First Aid supplies.

o Dismisses dogs proactively with ongoing behavior issues and monitors action plans to retain those with minor issues.

• Customer Service and Presentation

o Maintains a neat and organized Front Desk team and area at all times.

o Sets the example for the team on the 3 Ss (smile, story and satisfaction) and hold accountable to internal and external customer service standards.

o Answer phones, e-mails and questions from pet parents

o Strive for high customer review ratings!

o ENJOY your team! GROW your team! And PLAY to your fullest potential

As the Front Desk Coordinator you are responsible to work with all customers and team members to ensure our customer experience sets the highest standards and satisfaction of our customers.

Job Types: Full-time

Schedule:

*10 hour shift *8 hour shift *Day shift *Some Holidays *Night shift *Weekends occasionally

Ability to commute/relocate:

• Cranberry Township, PA 16066: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• This job requires weekends and some holidays. Are you willing to work at those times?

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

Available shifts and compensation: We have available shifts all days of the week. Compensation is $13.00 - $15.00/hour.

About Dogtopia of Cranberry: Dogtopia of Cranberry is looking for an individual to join our team. Our ideal candidate is self-driven, motivated and trustworthy.

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