We Are Hiring: Client Experience Specialist
We are Chicago's fastest growing canine rehabilitation business and we are looking for the perfect Client Experience Specialist to join our team!
Who We Are Looking For...
- Do you love dogs and want to build relationships with pet parents while helping a small local business?
- Do you enjoy building relationships and being the bright spot in someone's day?
- Do you have a track record of staying organized in your professional and personal life?
- Do you have experience in a business or industry where targets need to be met?
- Do you have experience in dog handling and/or training using positive feedback with a fear-free approach?
- Are you comfortable being held accountable?
- Are you someone who is constantly seeking growth opportunities and does not shy away from constructive feedback?
- Are you comfortable speaking on the phone and in person to new, old, and existing clients of the business?
- Are you able to "read between the lines" to predict when someone might be unhappy before anything is said?
- Are you looking for a role where you can use your dog handling skills to assist during a physical therapy session?
- Are you flexible and open to change and committed to learning?
If so, you could be the person we are looking for to fill our position as Client Experience Specialist who will be helping pet parents around Chicago make the right decision for their pups.
The Role
This position is vital for the success of our practice. Your top priority will be to provide an unparalleled customer experience that clients can't wait to come back to and encourages them to rave about their experience at TheK9PT to their friends and family. Unlike most canine rehabilitation clinics who tend to rely on veterinary referrals for new patients, we focus our efforts in nurturing and educating prospective clients who inquire about our services. Many pet parents are unfamiliar with canine rehabilitation and are unsure if it would be helpful for their pups. Many of the dogs we see are nervous during their first visit and need a safe space to feel comfortable. You will be the first person they see as they enter the clinic, and will become the most frequent point of contact for everyone that becomes a part of our community.
Your job will be to make sure pet parents and pups feel comfortable and excited every time to come see us, to ask the right questions so that they feel listened to, to help lead them down a path towards the best decision for their pup's health and longevity, and to develop long-lasting relationships. Ultimately, your job is to help us grow our business while maintaining the high level of care and customer service that our clients expect.
Now that you know a little bit more about the position, read on to find out exactly what we are looking for, how to be successful in this position, and how to apply if you think you'd be a good fit for our team!
To Be Successful In This Position You Must:
- Communicate comfortably and with ease, be able to strike up a conversation with anyone, enjoy talking to people, and effectively communicate both verbally and in writing
- Maintain cleanliness and effective setup of clinic daily
- Conduct outreach to clients and veterinary offices to obtain outstanding intake documents
- Be able to answer the phone with general questions and recognize when to direct calls to Client Manager
- Be able to hold meaningful conversations with clients and create a welcoming environment for them
- Take on a nurturing style that encourages clients to increase their propensity to engage with the business
- Have a "close every conversation" mentality to ensure no clients are left without an agreed upon course of action and all questions are answered
- Be comfortable in conversations dealing with money, cost, payment plans and value
- Be able to handle objections, be undeterred when a client says “no”, and be comfortable continuing conversations and making follow up calls to hesitant potential clients
- Demonstrate experience and ability to use positive reinforcement techniques when assisting therapists or clients with their pets
- Be able to follow scripts provided, but flexible and adaptable to changing scripts as needed
- Communicate effectively with staff about any issues with a client or patient
- Recall names of all clients and patients, making them feel welcomed and remembered
- Be proficient in organization and planning: facilitate schedules in an efficient, productive manner, and focus on key priorities as they shift daily
- Follow through on commitments and verbal and written agreements
- Demonstrate an ability to quickly and proficiently understand and absorb new information
- Be attentive to detail: will not let important details slip through the cracks
- Be persistent and demonstrate tenacity and willingness to go the distance to get something done
- Be proactive and take initiative without being told what to do. Bring new ideas to the company and have a record of seeking out learning experiences
- Be alert and able to spot potential referral situations or opportunities for the sale of other products and services
- Demonstrate computer literacy: Google, Facebook, Instagram, Excel, knowledge of CRM (IntakeQ, InfusionSoft, Trello) or training will be provided
- Live by and exemplify our core values:
- We listen, we care
- We stand by our words, no excuses
- We build trust and focus on relationships
- We treat others the way you want to be treated
- We pursue lifelong growth and learning
- We embrace and drive change
- We are adventurous and creative
- We are passionate and determined
- We are honest, kind, and sympathetic
- We are happy and have fun every day, at work and in life
- We see the glass as half full rather than half empty
- We go above and beyond, overdelivering and exceeding all expectations
- We give back to the Chicagoland community
- We support and partner with other local small businesses
- We commit to educate clients and partners
- We prioritize self-care to be our best selves everyday
- We support each other
- We empower pet parents
Think You're A Good Fit?
If so, email [email protected] to apply for this position and take the next step in our pre-interview process. This could be your chance to get involved in a fast-growing business and help pet parents, and their pups, through a life of health.
We look forward to getting to know you!