Full-Time Client Care Specialist

Job Description

Job Description

Description:

As a Client Care Specialist, you are the first and last impression for our clients. From welcoming pet parents at check-in, to handling scheduling and follow-up communication, to ensuring every client feels valued and cared for, you are the heartbeat of our customer experience.

One of our core values is “Make Their Day” — meaning it is our mission to make every client’s day, every time they visit. Whether it’s a warm greeting, remembering a pet’s favorite treat, solving a scheduling challenge, or simply listening with empathy, you play a key role in creating an experience that goes above and beyond expectations.

The scope of this role transcends traditional reception — it’s about building lasting relationships with our clients, ensuring smooth operations, and supporting our technical grooming team. The right person is enthusiastic, organized, detail-oriented, and passionate about providing outstanding customer service.

We're looking for someone with natural, effervescent people-energy — someone who lights up a room, isn't afraid to strike up a conversation with a stranger, and genuinely loves making people feel good. If you're the friend who always gets asked to plan the group hangout, the one who remembers everyone's name and order, or the retail/coffee/hospitality star whose regulars come back just to see you — we want to talk to you.

This role is fast-paced, people-first, and detail-heavy all at once. You'll need to be someone who can hold a warm, upbeat conversation while simultaneously tracking multiple schedules, client notes, and payment details without missing a beat.

What We Offer:

• $18-22/hour
• Paid Time Off
• Health Insurance after 60 days
• Paid training and opportunities for development
• Growth potential within the company

Requirements:

• Prior customer service or receptionist experience preferred
• Enthusiastic, outgoing, and professional demeanor
• Strong organizational skills and attention to detail
• Ability to handle scheduling, phone calls, texts, and emails with accuracy and warmth
• Comfortable learning and using scheduling/CRM software
• Reliable, punctual, and adaptable to shifting priorities
• Adherence to company dress code, including wearing a uniform and maintaining a professional appearance
• Love of animals and comfort being around dogs of all sizes
• Commitment to our core value of “Make Their Day”

Responsibilities:

• Welcome clients and pets upon arrival and provide a friendly, professional check-in and check-out experience
• Manage phone calls, texts, emails, and online bookings with efficiency and accuracy
• Assist clients with scheduling, rescheduling, and service questions
• Serve as the go-to resource for customer support, ensuring every client feels cared for and appreciated
• Communicate client needs, notes, and preferences to the grooming team
• Proactively follow up with clients after appointments to ensure satisfaction and encourage rebooking
• Handle payments, invoices, and record-keeping with accuracy
• Deliver on the "Make Their Day" promise by finding small but meaningful ways to delight clients and exceed expectations
• Complete general front desk operations and support overall business flow
• Maintain a clean and welcoming environment in the lobby and other client-facing areas
• Continuously look for opportunities to improve client experience and share ideas with