Client Experience Specialist

Customer Service Greater Philadelphia Area, Currently Remote, Pennsylvania


Description

`

 

 

Client Experience Specialist

Conshohocken, Pennsylvania

 

Role and Responsibilities

Heart + Paw is seeking outgoing, reliable, pet-obsessed, client-centric individuals to be part of our newly created Client Experience Team.  Our Client Experience Specialists will often be our first impression to pet parents and therefore, need to have a professional, welcoming, and warm demeanor. The ideal team member is also empathetic to our client’s and pet’s needs and has an outgoing, others-focused personality.  They must also have strong verbal communication skills, be comfortable with handling warm lead sales, and be able to multitask while handling calls and client concerns patiently.

Your Day-to-Day

  • In this role, you will likely be making/receiving approximately 60-80 calls per day and each should be given the special attention that all pet parents deserve.
  • Inbound calls will be from pet parents looking to book veterinary, grooming, daycare, and boarding visits while outbound calls will be to existing clients and new leads to book visits.
  • Strong written and verbal communication skills are required as you will be webchatting and emailing clients daily.
  • Your goal is to fill up the schedules at each of our local centers by booking new clients and scheduling follow-up appointments from existing clients.
  • Follow communication “scripts” when handling different topics.
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
  • Seize opportunities to upsell products when they arise.
  • Be willing to become an expert on everything Heart + Paw (non-medical expertise).
  • Build sustainable relationships and engage clients by going the extra mile.

What You Will Bring to Our Team

  • First off - you love pets. Those who are pet-obsessed get bonus points.
  • You are comfortable handling inbound calls and making outbound calls to existing clients and new leads.
  • You have a sales-oriented mentality and enjoy being competitive and outgoing.
  • You should be familiar with working with CRM software and / or phone dialer systems.
  • You must be comfortable cross-selling additional services to new and existing clients.
  • Previous customer service, call center or receptionist experience preferred, but not required.
  • Strong interpersonal skills.
  • Effective oral and written communication skills.
  • Ability to professionally and patiently handle callers’ requests, scheduling appointments, and concerns.
  • Warm and friendly demeanor and a client-centric mindset.
  • Familiarity with social media and customer review platforms.
  • Ability to effectively communicate using phones, headset, computers, and mobile devices.
  • Must be available to work some holidays and weekends.  Our Client Experience Center will be open 7:00 a.m.-7:00 p.m. Monday through Sunday.
  • Strong problem-solving abilities.
  • Must be 18 years of age or older.

 

Compensation

  • This is a full-time position at our corporate office in Conshohocken.
  • We offer a competitive salary and benefits package and bonus potential. The pay range for this position is $16-17 with up to a $1/hour bonus.

Meet Heart + Paw

Heart + Paw is a rapidly growing, integrated pet care company serving pets and their parents.  Bringing together a tailored physical space and digital experience designed for the dynamics between pets, their parents, and the care team, our centers serve the modern dimensions of pet parenthood.  Heart + Paw offers veterinary care, grooming, day care, boarding, retail, and other complementary services at its centers.  Thoughtfully designed, digitally enabled and powered by the best and the brightest, Heart + Paw is designed to be a destination – for pets, pet parents, and our team.