Pet Care Technician / Front Desk Associate

Location: Paw Commons Hillcrest, San Diego, CA, 92103

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.
• Maximize 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:

• 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 Paw Loyalty
• Works to maintain the cleanliness of the lobby and adjacent areas
• Proficient in all vaccine requirements, policies, and compliance

Reports to: General manager, Assistant managers

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