Client Care Manager

JM Pet Resort & Veterinary Clinic•Brockton, MA

22h•$25 - $28•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Bachelor’s Degree or Associate Degree preferred

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