Pet Aftercare Client Care Specialist
About The Position
Serve as the primary point of contact for pet families and veterinary hospitals via phone, email, and in-person interactions. Offer genuine empathy and understanding to grieving pet owners, ensuring they feel supported and cared for during their difficult time. Provide clear and accurate information about the cremation process, service timelines, and available memorial products. Schedule and confirm appointments for witness cremations, viewings, and memorial services. Support families through the viewing process by answering questions and providing compassionate care. Keep clients and veterinary partners informed on pet status, special orders, and memorial products from start to finish. Enter and retrieve information from the company database accurately and as needed. Maintain detailed records of each pet's cremation process, including client preferences, special requests, and chain of custody documentation. Handle billing, invoicing, and client data with accuracy and confidentiality. Address and resolve client concerns in a timely and professional manner, ensuring consistent and reliable support. Regularly seek client feedback and thoughtfully incorporate suggestions to enhance service quality over time. Maintain a clean, organized, and welcoming workspace. Other duties as assigned.
Requirements
- Compassionate, professional demeanor with the ability to support grieving families with patience and care
- Strong customer service, communication, and phone skills
- Proficient in Microsoft Office (Outlook, Word, Excel) and comfortable with database entry
- Detail-oriented and organized, with the ability to manage multiple priorities calmly
Nice To Haves
- Experience in a pet-related field, aftercare industry, or customer-facing service role
- Bilingual (English/Spanish)
- Passion for animals — animal lovers encouraged to apply!
Responsibilities
- Serve as the primary point of contact for pet families and veterinary hospitals via phone, email, and in-person interactions
- Offer genuine empathy and understanding to grieving pet owners, ensuring they feel supported and cared for during their difficult time
- Provide clear and accurate information about the cremation process, service timelines, and available memorial products
- Schedule and confirm appointments for witness cremations, viewings, and memorial services
- Support families through the viewing process by answering questions and providing compassionate care
- Keep clients and veterinary partners informed on pet status, special orders, and memorial products from start to finish
- Enter and retrieve information from the company database accurately and as needed
- Maintain detailed records of each pet's cremation process, including client preferences, special requests, and chain of custody documentation
- Handle billing, invoicing, and client data with accuracy and confidentiality
- Address and resolve client concerns in a timely and professional manner, ensuring consistent and reliable support.
- Regularly seek client feedback and thoughtfully incorporate suggestions to enhance service quality over time.
- Maintain a clean, organized, and welcoming workspace
- Other duties as assigned
Benefits
- 401(k) with company match
- Medical, dental, vision, and life insurance (available after 60 days for full-time employees)
- Paid time off
- Company-provided apparel and PPE
- Opportunities for advancement and leadership development
- Inclusive and supportive work environment
- Employee assistance resources
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
