Job description

Internal Job Description & Posting

Job Title: Assistant Client Care Manager

Position Status: Non-Exempt

Department: Client Services

Reports To: Vice President & VP of Finance

Job Summary

The Assistant Client Services Manager will assist the Manager with planning, coordinating, and directing all client service initiatives and activities; including customer relationship, problem resolution, sales opportunities, performance management, team building, and streamlined front desk operations. The Assistant Client Service Manager ensures we are in compliance with policies, processes, and procedures and proactively identifies ways to enhance productivity.

Essential Job Functions

• Assist with creating teachable moments for skill development; provides ongoing feedback and coaching
• Engages employees in team building opportunities; recognize individual strengths and areas for growth
• Identifies bottlenecks, resolves problems, and uncovers methods to streamline service operations
• Assist with planning, coordinating, and running staff meetings; communicates important updates, seek feedback from the team, provide coaching, identify actionable areas for further follow-up
• Participates in shift activities alongside team members providing guidance and oversight
• Ensures all team members are productive and fully engaged in Client Services activities
• Ensure timely completion of opening/closing checklists and task lists
• Ensure Runners are on task and call for backup assistance from Kennel if needed
• Using the Client Services Training Manual as a guide, train new employees in daily front desk operations
• Help new team members learn the names of active clients and pets
• Ensure employees understand and can relay to customers the values and benefits of all company service areas
• Reinforce proper leash handling and all safety guidelines for navigating dogs throughout the facility
• Reinforce routines and protocols for Boarding, Daycare, Grooming, and Training services
• Know and alert team members regarding current promotions and incentives
• Reinforce appropriate procedures are implemented including boarding intakes/releases, daycare check-in and check-out, grooming reservations, monthly memberships, and other resort activities
• Ensure color-coded caution system/restrictions and permissions are adhered to
• Reinforce team members are using JM dog language to communicate behavior expectations to dogs
• Practice positive reinforcement dog training using treats

Computer Skills

• Must be able to learn and effectively use Vetter, OneNote, Kennel Connection, Gingr, Springboard, When I Work and Go Daddy Email and Microsoft Office software
• Must be able to learn new technology in accordance with business needs

Qualifications

• 3 years of Management experience in a Customer Service and/or Retail setting
• Pet industry experience is strongly preferred
• Passionate about animal welfare; treats all animals with compassion and kindness
• Computer savvy, uses multiple software platforms daily to accomplish business objectives
• Able to follow a rotating work schedule (e.g. nights, weekends, and holidays)
• Team oriented, reliable and dependable; maintain excellent attendance and punctuality
• Strong work ethic; sets high standards for self and others
• Comfortable interacting with all breeds large and small including cats

Education

• High School diploma required

Disclaimer
The above information has been designed to indicate the general nature of work performed by employees within this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed or deleted in accordance with business needs.

Job Types: Full-time, Part-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Brockton, MA 02301: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Assistant manager: 2 years (Required)
• Customer relationship management: 2 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: In person

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