Pack Leader

Downtown Dog Lounge LLC•Seattle, WA

About The Position

Position Overview & Purpose The Pack Leader is responsible for the internal operations of the store, and they are to act as the supervisor on duty when an Assistant Manager or General Manager is not present in the store while supporting a culture of excellence that results in exceptional customer service and high-quality pet care. A Week in the Life of a Pack Leader The following is a list of general job responsibilities for the Pack Leader position. Please note that this list is not all-inclusive and may be amended to meet changing business needs.

Requirements

The ideal Pack Leader is an enthusiastic animal lover who must be able to influence and develop people and provide a great experience for dogs and parents alike.
Minimum of High School Diploma, GED, or equivalent
Prior Customer Service Experience - 2 plus years preferred
Prior Dog Handling Experience - 2 plus years preferred
Trained and adept in the aspects and details of the following positions: Handler and Concierge
Knowledgeable of the aspects and details of the following positions: Bather, Groomer, Trainer
Able to lead a team of people overseeing upwards of 120 dogs a day
Demonstrate outstanding attention to detail, ownership, and follow-through?
Able to multitask, successfully balancing professionalism with expediency?
Ability to troubleshoot and implement solutions
Focus on customer retention and improving overall customer satisfaction?
Exceptional communication skills; written and verbal
Adaptable, maintaining effectiveness when priorities change/new tasks are encountered?
A goal-oriented attention to detail?
Able to stand for 8 hours at a time
Able to lift 45 pounds
Must be flexible and will be expected to be available to work weekends, evenings and during holidays

Responsibilities

Live out and be a positive advocate for Downtown Dog Lounge’s safety culture
Understand and uphold the Purpose and Core Values of the business in actions and words
Leads the handlers or the shift, including, but not limited to prepping boarding dogs to go home, meal preparations, administering medications, and vaccinations; ensuring all dogs have name tags and the appropriate collars; dog rotations; ensuring all additional services are performed; employee breaks; cleaning and sanitation; daily walkthrough of departments
Lead recap meetings - responsible for keeping recap up to date
Ensure Ops Cards are completed by the team each shift
Daily check of boarding dogs
Perform other daily tasks as assigned by the supervisors
Be able to cover for Dog Handlers, demonstrating confidence and proficiency in working professionally with dogs in the parks
Be able to cover for Welcome Desk Concierges, demonstrating proficiency in software systems, accurate records management and reporting, and exceptional customer service skills
Perform evaluations
Develop strong customer relationships (dogs and people)
Communicate dog behaviors, concerns, and customer feedback to supervisors on each shift
Ensure details of dogs are tracked for communication with parents at pick-up
Ensure health and safety guidelines for pups and people are followed throughout the shift
Address and problem-solve issues arising at the moment, including customer concerns, altercations, assessment for vet care, boarding dog changes, etc.
Provide exceptional customer service, providing transparent communication as needed
Maintain a presentable store for client tours and walk-throughs
Maintain in-depth knowledge of all services and products offered, including pricing
Develop strong relationships with team members, coaching and serving, communicating clearly, openly, honestly and kindly
Communicate and participate as part of the team
Track labor ratios and oversee staff on shift
Utilize sound judgment when communicating employee concerns to supervisors
Attend periodic required trainings and All Team Meetings
Support cross-training for self and others and be well-versed in all functional aspects of store operation
Mentor and train new team members as assigned