Reservation Specialist

$39,520 - $41,600/Yr

Colby's Dogcare & Spa - Washington, DC

posted 2 months ago

Part-time,Full-time - Entry Level
Washington, DC

About the position

The Reservation Specialist is responsible for managing client reservations and files while promoting the company's services and activities in a positive and upbeat manner. This role involves handling inbound and outbound calls, conducting facility tours, and ensuring a high level of customer satisfaction through effective communication and service delivery.

Responsibilities

  • Professionally and enthusiastically answer inbound calls from prospective and returning customers.
  • Consistently read and deliver provided sales scripts and objection responses.
  • Collect complete client file from first-time callers for all services prior to providing price and availability.
  • Positively promote and upsell appropriate services including pup activities, grooming/bathing, pup training, and other add-ons.
  • Exceed minimum performance benchmarks including new customer conversion, activity sales, and grooming/bathing add-ons.
  • Complete outbound calls as requested by management, including confirmation calls and event follow-up calls.
  • Deliver facility tours upon request using approved tour path and verbiage.
  • Enter accurate and complete sales data into OPC Admin Suite and other tracking sheets as requested by management.
  • Complete and deliver accurate End of Day reconciliation email daily.
  • Check-in and check-out customers using approved procedures.
  • Enter and verify accurate and complete pup information into Gingr, paying special attention to pup feeding and medication instructions.
  • Resolve pup and client issues in a positive, professional manner, escalating to managers as needed.
  • Keep lobby area and bathrooms neat, clean, and vibrant.
  • Take and post photos to WhatsApp.
  • Harness and walk pups as requested.
  • Participate in and lead community events.

Requirements

  • Previous experience in a sales and customer service role preferred.
  • Exceptional technical skills including mastery of Gingr.
  • Ability to enter customer information into the computer system while on the phone.
  • Functional use of a multi-line phone system.
  • Basic ability to use Paylocity software proficiently.
  • Effective written and verbal communication skills required as well as accurate record-keeping skills.

Nice-to-haves

  • Flexibility to work early hours, late hours, holidays, and weekends.
  • Ability to exhibit a positive, outgoing, enthusiastic, and cheerful demeanor towards others.
  • Ability to hold steadfast and complete a goal.
  • Ability to be held accountable or answerable for one's conduct.

Benefits

  • Competitive salary
  • Paid time off
  • Opportunities for career growth and advancement
  • Bring your pup to work
  • Employee discount
  • Flexible schedule
  • On-the-job training
  • Paid training
  • Professional development assistance
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