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Client Experience Coordinator

Company: Equipaws Pet Services
Location: Miami
Posted on: May 15, 2022

Job Description:

Job DescriptionWho We AreEquipaws Pet Services is a local, award-winning pet care company that helps pets and their families live their best lives. We're able to provide this caliber of service thanks to our outstanding team of dedicated Pet Caregivers. Our team members go above and beyond for the pets in their care (and for their humans). Our customer service is unparalleled, and we serve our four and two-legged clients with the love and care they deserve. Team Members' generosity of spirit, true love for what they do, camaraderie and friendship during the changes and challenges of the last couple of years was critical to Equipaws' success. We're here because Miami's pet parents have come to love the Equipaws Team.Position SummaryWe are seeking a highly motivated Client Experience Coordinator to work full-time (40 hours/week) for Equipaws Pet Services. The Client Experience Coordinator is responsible for coordinating and maintaining Pet Caregiver and client schedules utilizing our Precise Petcare software. This person must be able to build relationships and rapport with caregivers, while keeping shifts scheduled and maintaining a high level of client satisfaction. As an exceptional Pet Care provider, Equipaws depends on our staff to ensure all those who have entrusted their care with us remain safe and comfortable. To do this, we must ensure that we are with them when they expect us to be there. The scheduler is the conduit between our clients and caregivers, it is an incredibly important position that allows Equipaws to be the best of the best.The Client Experience Coordinator must have a strong ability to organize, prioritize, and juggle multiple responsibilities and shift gears simultaneously. The right person Is a critical thinker who can solve problems as they arise and anticipate problems before they happen while keeping a positive attitude. This is an opportunity to thrive in an independent work environment. The ideal team member is reliable, a good communicator and compassionate with the pets, their parents and the Equipaws Pet Caregivers. At Equipaws, quality pet care happens when dependable, well-trained staff work well as a team. Key Duties & Responsibilities

  • This is a hybrid position, both remote and onsite. Equipaws is located in South Miami and the Client Experience Coordinator will work from the office two days/week. Individual will determine their in-office schedule.
  • Primary responsibility is to schedule and coordinate appointments for all client requests and pet caregivers.
  • This position is fully responsible for the staff scheduling, assignments, and confirmation of all Pet Caregivers.
  • Collaborate with the management team to ensure all appointments are serviced with the appropriate talent required to cover specific clients' needs.
  • Review daily schedules and adjust accordingly in real time.
  • Confirm scheduled appointments, update client profiles, and coordinate changes, needs or requests from clients.
  • Serve as the first person clients encounter by handling a high volume of emails, online scheduling requests, and phone calls.
  • Manage the client email inbox, responding to emails within a 24-48- hour window during business hours
  • Manage the current client phone line M-F 9am-6pm
  • Manage onboarding process for all new clients, including meet and greets via phone.
  • Update the system with schedule changes to ensure scheduling services as circumstances dictate (e.g. pet emergencies, changes in client travel plans, call outs, vacation, etc.)
  • Answer clients & staff questions via email & phone
  • Keep client management system and cloud drive docs up-to-date daily
  • Provide general administrative support for team members
  • Manage clients' keys
  • Enter credit / debit payments and ensuring credit cards are up-to-date
  • Create and maintain staff schedules on company software
  • Ensure clients are serviced with the requested caregiver at the scheduled time
  • Coordinate with the Care team to ensure the best possible caregiver & client match
  • Quickly find replacement caregivers when regular staff is unavailable (vacations, illness, etc.)
  • Monitor clock-in/outs to ensure information is updated for correct billing/payroll
  • Track service caregivers are providing and alert Team Lead of tardiness, absenteeism or other team member challenges
  • Other duties as assignedQualifications
    • Must have geographic knowledge of Miami to ensure efficient routing for pet caregivers.
    • Dependable and trustworthy
    • Strong time management skills
    • Customer Service experience and Excellent customer service skills
    • Ability to remain professional and courteous with clients and team members at all times
    • Must possess effective communications skills
    • Proactive person to get the job done
    • Comfortable with technology including computer software, emails, and texts
    • Must be able to work in a fast-paced environment, handle stress well
    • Ability to solve complex scheduling utilizing multiple variables
    • Maintain a professional appearance and demeanor
    • Strong work ethic
    • Good listening skills and ability to understand team needs
    • Must be well organized
    • Minimum high school diploma
    • Flexible schedule, responsible for all scheduling and scheduling situations that may unexpectedly arise between the Monday - Friday 7A - 6P Saturday 7A - 3PM (40 total hours)
    • Ability to pass a background check
    • Team Player
    • Client Experience Coordinator must have a smartphone to work with the Equipaws Team and Precise PetCare APP, candidates with insured vehicles, preferred.
    • Must speak and write in English. Spanish a plusEquipaws Pet Services Benefits
      • Making a difference in a Pet Parents' lives
      • Opportunity to grow
      • Flexible work work environment
      • Fun and positive team
      • Pet CPR, First Aid training and other certification opportunities
      • Continuous training including Leash Walking, Behavioral with growth and leadership options.
      • Sizable discounts on personal pet care services
      • Fun community events
      • Contests, prizes, and parties!
      • Direct Deposit
      • Competitive payPowered by JazzHRV5XdBWmA08

Keywords: Equipaws Pet Services, Miami , Client Experience Coordinator, Other , Miami, Florida

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