Client Care Manager

Job Summary

The Client Care Manager plans, coordinates and directs all client service initiatives and activities including customer relationship building, problem resolution, sales opportunities, performance management, team building and streamlined front desk operations. The Client Care Manager ensures compliance with policies, processes and procedures and proactively identifies ways to enhance productivity. The Client Care Manager finds opportunities to reinforce core values with both team members and with the public to achieve our mission and vision.

Essential Responsibilities

• Creates teachable moments for skills development; provides ongoing feedback and coaching
• Engages employees in team building opportunities; recognizes individual strengths and areas for growth
• Provides timely feedback to direct reports by way of recognition programs and performance management through progressive discipline or performance reviews
• Identifies bottlenecks, resolves problems and uncovers methods to streamline service operations
• Uses sound judgment, patience and sensitivity to address and resolve customer concerns (seeks guidance from management as appropriate)
• Plans, coordinates and runs staff meetings; communicates important updates, seeks feedback from the team, provides coaching and identifies actionable areas for further follow-up
• Participates in shift activities alongside team members providing guidance and oversight
• Ensures all team members are productive and fully engaged in Client Services activities
• Ensures timely completion of opening/closing checklists and task lists such as JOLT
• Ensures Resort Valets are on task and call for backup assistance from Kennel if needed
• Uses the Client Services Training Manual as a guide, trains new employees in daily front desk operations
• Identifies trainers/leads and assign tasks as appropriate
• Helps new team members learn the names of active clients and pet
• Ensure employees understand and can relay to customers the values and benefits of all company service areas
• Makes recommendations for policies and procedures in regards to department improvements
• Reinforces proper leash handling and all safety guidelines for navigating dogs throughout the facility
• Reinforces routines and protocols for Boarding, Daycare, Grooming, and Training services
• Knows and alerts team members regarding current promotions and incentives
• Reinforces appropriate procedures are implemented including boarding intakes/releases, daycare check-in and check-out, grooming reservations, monthly memberships and other resort activities
• Ensure color-coded caution system/restrictions and permissions are adhered to
• Assists in evacuation of all animals if an emergency occurs

Qualifications

• 2+ years’ experience in Doggie Daycare or Resort Management
• Previous supervisory experience required, in the pet industry preferred
• Excellent Customer Service skills
• Comfortable interacting with all breeds large and small including cats
• Passionate about animal welfare; treats animals with compassion and kindness

Education

• High School Diploma or equivalent required
• Bachelor’s Degree or Associate Degree preferred

Computer Skills

• Must be able to learn and efficiently use company software
• Must be able to learn new technology in accordance with business needs

Physical Demands

• Position requires a person to be both indoors and outdoors regardless of the weather
• Majority of the day is spent standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing
• Must be able to lift 50 pounds regularly, up to 100 pounds with assist
• Must be comfortable working with a wide variety of animals including small and large dogs
• Must be able to work around pet hair and dander
• Must be able to climb 2 flights of stairs multiple times per day

Working Conditions

• Potential exposure to dog and cat bites
• Potential exposure to contagious disease or infection
• Exposure to contaminants
• Exposure to extreme weather (i.e. heat and cold)
• Must work around pet hair and dander

Disclaimer

The above information has been designed to indicate the general nature of work performed by employees within this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed or deleted in accordance with business needs.

Benefits:

• 401(k)
• 401(k) matching
• Dental Insurance
• Health Insurance
• Life Insurance
• Vision Insurance
• Employee Discount
• Paid Time Off

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