Client Experience Representative

Job Description

Job Description

About Zoomin Groomin Southwest Reno

Zoomin Groomin is a luxury mobile pet grooming franchise serving dog and cat owners across Southwest Reno, NV. We bring the spa to the pet — one-on-one, cage-free grooming delivered directly to our clients' doors in a fully equipped, climate-controlled van. We opened for business in March 2026 and are already growing fast, with a second Reno van already on the road. We are building something real here, and we want the right people building it with us.

Role Overview

The Client Experience Representative is often the very first voice a client hears — and the one who keeps every spa day running smoothly behind the scenes. This role is focused on answering calls, responding to leads, booking and adjusting spa days, and keeping client records complete and accurate. It's a part-time, hands-on-the-phone-and-keyboard role for someone who is quick, professional, detail-obsessed, and genuinely enjoys helping people (and their pets) have a great experience.

Core Responsibilities

Phone & Message Response

• Answer incoming calls in MoeGo promptly and professionally, representing the Zoomin Groomin brand voice at all times
• Return missed calls in a timely manner, keeping response times tight and clients feeling prioritized
• Respond to Yelp and Google Local Services leads quickly and warmly to convert inquiries into booked spa days
• Communicate with clients across phone, text, and written channels in a polished, on-brand, luxury-service tone

Spa Day Scheduling

• Book new spa day appointments and manage schedule changes using MoeGo
• Use Smart Scheduler to book efficiently, optimizing van routes and groomer time
• Proactively identify and help fill scheduling gaps, cancellations, and waitlist opportunities

Client Records & Notes

• Take meticulous, detailed notes on every call and interaction so nothing is lost in translation
• Ensure client and pet files are complete — agreements, vaccination records, service notes, and special handling instructions
• Flag any missing documentation or compliance gaps to the Owner or Operations Manager

Groomer Liaison & Day-of Support

• Serve as a communication liaison with groomers during the workday, helping remove barriers so spa days run on time
• Relay client requests, schedule changes, and day-of updates clearly to the assigned groomer
• Assist with troubleshooting day-of issues — schedule conflicts, client questions, minor billing concerns — and escalate as needed

Billing & Client Support

• Assist with basic billing questions, payment updates, and invoice troubleshooting in MoeGo
• Support service recovery conversations with empathy and professionalism, escalating complex issues appropriately

What We're Looking For

Required

• Minimum 2 years of customer service and/or scheduling experience
• Exceptional professional verbal and written communication skills
• Ability to work independently — a self-starter and problem-solver who doesn't need constant direction
• Comfortable learning and navigating scheduling software (MoeGo) and multiple communication channels
• Highly organized, detail-oriented, and reliable with strong follow-through
• Genuine comfort representing a luxury, client-first brand

Preferred

• Experience in the pet industry — grooming, pet medical, mobile grooming, or brick-and-mortar pet care
• Scheduling experience in a spa, salon, or medical/health office setting
• Familiarity with MoeGo or similar scheduling and payment platforms

Education

• High school diploma or equivalent (GED) required
• Some college coursework, current enrollment in a degree program, or an associate degree preferred, but not required

Work Environment & Schedule

Hours vary week to week based on call volume, lead activity, and business needs; there is no guaranteed minimum number of hours. This is a part-time/seasonal position, and scheduling will be discussed and confirmed directly with the Owner and Operations Manager

Availability Requirements

• Must be available for shifts between the hours of 8:00 AM and 6:00 PM
• Weekend availability is required
• Schedules are provided monthly; changes to the published schedule may occur with a minimum of one week's notice

Employment Classification

• This position is non-exempt and paid hourly; all hours worked, including time spent on calls, texts, and administrative tasks outside scheduled shifts, must be recorded and paid in accordance with Nevada and federal wage and hour law.
• Employment with Zoomin Groomin Southwest Reno is at-will, meaning either the employee or the company may end the employment relationship at any time, with or without cause or notice.
• Zoomin Groomin Southwest Reno is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information, or any other status protected by applicable federal, Nevada state, or local law.

Growth Path

As Zoomin Groomin grows, strong performance in this role can lead to increased hours, up to and including a transition to a full-time Client Experience Representative position, based on business needs.

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