Pet Care Technician / Front Desk Associate Job Description

Core Objectives

• Executes workflow initiatives in a teamwork environment focusing on bottlenecks that affect time constraints and goal completion deadlines, under the direction of the management team
• Applies policy, the procedure to achieve superior pet care for the dogs in our care
• Leads the initiative in providing information in conjunction with sick or injured animals in our care, communicating directly with Managers and peers/teams’ environments
• Provides communication with management regarding challenges and opportunities within the facility (repairs, setbacks, offers solutions)
• Obtain and maintain client profiles regarding the information on the health and well-being of their animal, alongside all pertinent information that will elevate the client experience.
• Maximizing each client interaction to maintain a level of expertise about services offered with consistency with sales metrics.
• Collaborates to provide ancillary support to the pet care staff with narratives to suit client expectations.
• Executes and carries themselves as a representation of the Paw Commons Brand, leaning on the expectation of company policies and standards to provide clear and concise initiatives with interactions with clientele.

Scope of Duties

Under the direction of the location's management team, the Pet Care/Front Desk role will execute the workflow within the facility. Initiatives include but are not limited to:

• Administration and monitoring of feeding, water, and medication consumption.
• Detailed communication regarding injuries and sickness in animals, initiation, and assisting in the coordination of care in a matter of urgency.
• Provides support to the management staff about training and cultivation of new staff members.
• Communicating outcomes/dog stay information based upon the “Bad words better replacements” philosophy when engaging with customers at check-in and check-out.
• Vigorous cleaning, and dog handling capabilities for daycare supervision & regards all safety measures and policies
• Cash handling reconciliation ad tracking of locations tip allocations
• Reserving appointment times initiated by clients or the reservations team
• Answering phone calls coordinating updates for clients and resolving client concerns
• Provides forward communication to dog owners regarding setbacks with health concerns and injuries in a matter of urgency
• Facilitates and records all fine and pertinent details of guest requirements via Gingr
• Works to maintain the cleanliness of the lobby and adjacent areas
• Proficient in all vaccine requirements, policies, and compliance

Reports to

General Manager, Assistant Manager, Pet Care Manager, Front Desk Manager

Required Soft Skills

• Open & effective communicator
• Transparency
• Adaptability
• Flexibility
• Listening
• Appreciation & Encouragement
• Disciplined
• Time Management
• Accountability
• Ability to work and find success through constructive feedback

Required Hard Skills

• Excellence in customer service and peer service
• Track record for the organization in documentation & execution of objectives
• Proficiency in Microsoft platforms; Outlook, Excel, MS Forms, Teams
• Proficiency in Paw Loyalty
• Mastery of the “Bad words better replacement” policy regarding the expectation in communicating with clientele

Commitment & Compensation

Part-time opportunities 15 - 30 Hours per week, percentage of quarterly employee tips, bonuses, company swag for milestones achieved, advancement opportunities

Job Types

Part-time

Work Setting

In-person

Experience

• Kennel experience: 1 year (Required)
• Customer service: 1 year (Required)