Client Experience Coordinator

Job Description

Job Description

We Let the Dogs Out, LLC | Madison, CT | Connecticut Shoreline

25–35 hours/week to start · $20–$22/hour to start, potential for increase to $25 after a 90-day review · Flexible hybrid schedule (office, client homes and field) · Path to a full-time salaried role

Why this role exists

We Let the Dogs Out has spent more than a decade building a reputation for exceptional pet care, dependable systems and a team-based approach that keeps clients covered seven days a week. What we need now is someone who owns the client relationship end to end - from the first phone call, through the Meet & Greet, into onboarding and on through years of service.

This is the person who makes a fabulous first impression for our clients at WLTDO. You'll be the warm, confident voice that makes a nervous new dog owner feel completely at ease - and the same voice that can say, kindly and clearly, "Here's how we do things, and here's why." If you can do both of those in the same conversation, keep reading.

Who thrives here

You are personality-plus. You read the room. At a Meet & Greet you notice the things people don't say out loud: the hesitation about using a team, the dog that's more reactive than the owner admitted, the client who is really asking whether we'll show up at all. You pick up on nuance and you act on it.

You also hold the line. Great customer service is not saying yes to everything. It's being so clear, warm and organized that clients trust our policies instead of testing them. You find that balance naturally and you don't need a manager standing behind you to do it.

And you close loops. Nothing sits in your inbox for three days. Nothing quietly falls through the cracks.

What you'll own

The client experience

· Be the knowledgeable, friendly point of contact for prospective and existing clients across phone, email, text and in person.

· Guide new clients from first inquiry through Meet & Greet, onboarding, first services, and follow-up.

· Handle higher-level and sensitive client conversations with empathy, confidence and good judgment, and resolve most of them without escalating.

· Make sure clients genuinely understand our services, policies, scheduling expectations and team-based care model.

· Recognize when a request falls outside our policies or service standards, and hold that boundary with warmth and clarity.

· Run client check-ins and relationship touchpoints throughout the client journey.

Meet & Greets

· Meet new clients and their pets in their homes. This is usually the moment a lead becomes a client.

· Capture routines, behavior, access instructions, medical needs, household details and service expectations completely and accurately.

· Assess fit: whether the household, the pets, and the expectations are right for WLTDO, and raise concerns before service starts.

· Explain clearly how our team operates and set expectations up front.

· Spot services that would genuinely benefit the client or pet: additional visits, Adventures, enrichment - and recommend them naturally.

· Get everything into our systems (or to the right teammate) so field staff will walk in fully prepared.

The client journey in our CRM

· Keep client stages, notes and follow-up activity accurate and current in our CRM and operating systems.

· Follow up with leads who haven't scheduled yet.

· Check in with recently onboarded clients to confirm service is going well.

· Re-engage past or inactive clients where it makes sense.

· Identify opportunities to increase visit frequency or add services that truly fit.

· Own the systems that make sure no good-fit lead or existing client is ever forgotten.

Field support (not a desk-only job)

· Assist with initial visits to bridge the Meet & Greet into ongoing service.

· Get to know new pets and households so you can support both clients and field staff.

· Cover pet care visits when your presence strengthens a relationship or resolves an issue.

· Notice and report anything about pets, routines, equipment, access or safety that needs follow-up.

What we're looking for

· Strong customer service, hospitality, client relations, account management, veterinary or pet care experience. Industry experience is a plus, not a requirement - instinct with people and animals matters more.

· Excellent verbal and written communication. You write a clear, kind, professional message the first time.

· Genuine warmth plus real backbone. Comfortable with occasional difficult conversations.

· Perceptive: you catch nuance, tone and the unsaid.

· Strong follow-through without reminders, and the judgment to know what can wait versus what needs attention now.

· Comfortable making decisions inside established guidelines, and solving rather than escalating.

· Organized enough to run many conversations and priorities at once without dropping details.

· Comfortable recommending services when they genuinely help the client or pet, while being consultative, never pushy.

· Comfortable in clients' homes and around dogs and cats of all ages, sizes and temperaments.

· Appreciates systems, documentation and clear processes - and improves them.

· Wants visible impact in a growing company.

Requirements

· Valid driver's license, reliable insured vehicle and comfort driving throughout our Connecticut shoreline service area.

· Ability to safely perform occasional pet care visits, including dog walking.

· Comfortable learning and working across multiple software platforms (CRM, scheduling, phone/text, internal communication systems).

· Able to pass a background check.

· Flexibility for some client communication and Meet & Greets outside standard business hours, typically early evenings and occasional weekend windows. This is not an on-call role; it is a role with give and take.

Your first 60 days

You'll start mostly in the field, walking dogs and covering visits. That is on purpose. Before you speak for WLTDO in a client's home, you'll get to know our clients, our pets, our standards and our systems firsthand. Meet & Greets and full ownership of the client journey come next, and the pay steps up with them.

Schedule, pay and growth

· 25–35 hours per week to start.

· Starting pay $20–$22 per hour based on experience. Your first 60 days are deliberately field-heavy: you'll be walking dogs, learning our clients, pets, systems, and standards from the inside, because you can't represent this company well until you've done the work.

· At 60 days we review performance and begin training you to take full ownership of Meet & Greets and the client journey.

· At 90 days we review performance and step pay up, to as much as $25 per hour, as you take full ownership of Meet & Greets and the client journey.

· A genuinely flexible, hybrid mix of client coordination, Meet & Greets, and field support. Because some client communication happens outside 9–5, we trade flexibility both directions - you'll have real latitude over your own day.

· This role is built to grow into a full-time salaried position as the client base expands, with the schedule flexibility that comes with salary.

· Paid training, mileage reimbursement, and a team that has your back.

How success is measured

· New clients move smoothly from inquiry to active, scheduled service.

· Meet & Greets are thorough, accurate and generate complete records for field staff.

· Leads and new clients are followed up with promptly - nothing sits.

· Client retention and relationships strengthen.

· Fewer client issues need Owner involvement.

· CRM stages and client journey tracking stay accurate.

· Appropriate service use grows among existing clients.

· Clients feel known, supported, and confident in the WLTDO team.

How you'll grow here

We're looking for someone with natural curiosity - the kind of person who asks why, notices patterns, and reads or listens their way toward getting better at their craft. Our owner is an active member of several professional pet-care and business communities, and you'll be brought into that world: industry admin and owner groups, books, courses and conversations with people running companies like ours across the country. We'll invest in your development, and we expect you to have opinions about what we should do differently.

About We Let the Dogs Out

We're a professional dog walking and pet care company serving the Connecticut shoreline (and New Haven): dog walking, pet sitting, cat care, dog Adventures, enrichment and more. We operate differently from a solo-sitter model: our clients are supported by a trained team of professional caregivers, backed by coordinators, systems, training and leadership.

We care deeply about pets, and we're equally serious about running an excellent company.

If you love animals, love people, take pride in doing things well, and want a hand in shaping the client experience inside a growing business, we'd love to hear from you.

How to apply

Send your resume and a short note telling us about a time you gave a client a great experience while still holding to a policy or boundary. That one answer tells us more than a cover letter.

We Let the Dogs Out is a locally owned, professional pet care company proudly serving the Connecticut shoreline and New Haven. Since 2015, we’ve built our reputation on dependable, high-quality care, strong client relationships and a team-first approach.
Our team provides dog walking, pet sitting, cat care, adventures, overnight care, enrichment and other personalized pet care services for busy families and professionals. We believe great pet care takes more than loving animals: it takes reliability, excellent communication, attention to detail, good judgment and a genuine commitment to doing the job well.
WLTDO is a continually growing company with established systems, hands-on training, ongoing support and opportunities for team members to develop new skills and take on greater responsibility. We value people who are kind, dependable, hardworking, proactive and willing to help one another.
If you’re looking for active, meaningful work with animals and want to be part of a professional team that takes both pet care and its people seriously, WLTDO may be a great fit.

Company Description

We Let the Dogs Out is a locally owned, professional pet care company proudly serving the Connecticut shoreline and New Haven. Since 2015, we’ve built our reputation on dependable, high-quality care, strong client relationships and a team-first approach.\r\nOur team provides dog walking, pet sitting, cat care, adventures, overnight care, enrichment and other personalized pet care services for busy families and professionals. We believe great pet care takes more than loving animals: it takes reliability, excellent communication, attention to detail, good judgment and a genuine commitment to doing the job well.\r\nWLTDO is a continually growing company with established systems, hands-on training, ongoing support and opportunities for team members to develop new skills and take on greater responsibility. We value people who are kind, dependable, hardworking, proactive and willing to help one another.\r\nIf you’re looking for active, meaningful work with animals and want to be part of a professional team that takes both pet care and its people seriously, WLTDO may be a great fit.