Reservation Specialist | Customer Experience & Sales
About The Position
The Reservation Specialist is a customer experience and sales role at Beds-N-Biscuits, a pet care facility with over 24 years of experience. This position is often the first point of contact for pet parents and is responsible for building relationships, understanding client needs, and recommending appropriate services. The role involves answering calls, responding to inquiries, processing reservations, and ensuring a positive client experience. The ideal candidate is energetic, confident, personable, a strong communicator, detail-oriented, and motivated by achieving goals.
Requirements
- Warm, outgoing, and comfortable talking with people throughout the day.
- Clear, confident, and professional communication skills.
- Naturally curious and enjoys learning about people and their dogs.
- Enjoys helping pet parents make decisions that give them peace of mind.
- Comfortable recommending and selling services that genuinely benefit the dog.
- Strong attention to detail and takes accuracy seriously.
- Ability to talk with a client while simultaneously navigating software and documenting information.
- Comfortable learning new technology and software.
- Ability to thrive in a busy environment and manage multiple priorities.
- Positive, solutions-focused attitude.
- Dependable and takes ownership of responsibilities.
- Receptive to feedback, training, and coaching.
- Enjoys setting goals and being recognized for strong performance.
- Willingness to learn and consistently use the established sales and communication process.
- Willingness to trust the training and coaching provided.
- Understanding that the role is about building trust and ensuring confidence in the pet care provided, not just taking orders.
Nice To Haves
- Previous experience in sales, hospitality, customer service, reservations, or a call center.
Responsibilities
- Answer inbound calls from current and prospective clients.
- Return voicemails and follow up on emails and online reservation requests.
- Use phone scripts and communication skills to build trust and explain service value.
- Ask thoughtful questions and listen to learn about each dog's needs and pet parent priorities.
- Recommend lodging, daycare, enrichment, training, grooming, and other services.
- Process new reservations from start to finish.
- Help first-time pet parents feel comfortable and confident.
- Handle client questions and concerns with patience, empathy, and professionalism.
- Introduce pet parents to additional services and experiences.
- Accurately document conversation details.
- Follow established systems and processes for consistent client experience.
- Work toward individual and team performance goals.
- Receive ongoing training and coaching.
Benefits
- Telehealth
- Dental insurance
- Vision insurance
- Performance bonus
- Paid professional training
- Ongoing performance coaching
- Employee discounts on pet care
- Paid time off
- Free snacks and drinks
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
