Pet Parent Relationship Manager

Dogtopia of Limerick•Limerick Township, PA

59d•Onsite

About The Position

Dogtopia, the industry leader in dog daycare, boarding, and spa services has an immediate opening for an energetic, organized, businessminded individual to lead our team as General Manager. This is a role for someone with a management and Operations background who understands hard work, how to deliver and train others to provide top customer service and ensure a great environment for the dogs in our care. This person should love dogs - and, upon successful completion of training, you can even bring YOUR dog to work with you! What a bonus!

Requirements

Must love dogs
Sales and Customer service experience
Ability to work flexible hours
Ability to work cohesively with others in a fun, fast paced environment
Strong customer service skills
Able to work within a structure, but to think and act flexibly when needed
Proactive- results focused, self-started, anticipator
Quick thinker
Emotionally intelligent
Just do it focus
Fun-loving
Rapport builder
Active listener
Must love dogs

Nice To Haves

Percentage of leads converted to Meet & Greets
Percentage of Meet & Greets converted to sales
Retention of and frequency of daycare visits
Assist in increasing customer satisfaction ratings
Always striving to up-sell!
Consistent and timely attendance
Website monitoring
Delivers written performance reviews and give employees positive acknowledgement when due!
Express in actions to pet parents our Dogtopia-isms
Leads by example by coaching all on contributing to a positive team-oriented culture
Help coach the team on our Dogtopia-isms. The rules by which we, as Dogtopians live by are: We LOVE life unconditionally like a dog. We STAY loyal to our pack. We CHASE the absolute highest standards of safety. We PLAY to our fullest potential. We TREAT every day like It’s the Most Exciting Day Ever!

Responsibilities

Manage web inquires
Convert lead calls to Meet & Greets
Schedule Tours/Meet & Greets
Conduct follow-up calls with leads that did not schedule
Enter completed registration forms – review for completeness
Assist in creating staff schedules and helps monitor daily schedules
Maintains optimum staffing and development with all employees, handles callouts accordingly
Practice the 3 Ss (smile, story and satisfaction)
Always finding new ways to improve the Meet & Greet tour scripts
Conducts walk-in and scheduled tours of facility
Complete pet parent’s new client forms
Be knowledgeable on pricing and services
Respond to web inquires as soon as possible but within one business day
Answer all questions/concerns/complaints with urgency and care
Assist with customer check in and check out
Assist with appointment setups
Strive for high customer review ratings!