Reservation Specialist

Reservation Specialist

Company: Pet Care Plus, Ltd.

Base Pay Range: $18.00/hr - $21.00/hr

Job Title: Reservation Specialist

Reports to: Front Desk Manager

Department: Front Desk

Summary: The Reservation Specialist is responsible for client reservations and files, as well as promoting our company’s services and activities on the phone and in person in a positive and upbeat manner.

PLEASE NOTE:

You will receive an assessment that must be completed as part of the application process. Only applications with a completed Predictive Index assessment will be considered.

Inbound Calls

• Professionally and enthusiastically answer inbound calls from prospective and returning customers
• Consistently and conversationally read and deliver provided sales scripts and objection responses
• Collect complete client file from first time callers for all services prior to providing price and availability
• Positively promote and upsell appropriate services including pet activities, grooming/bathing, dog training and other addons
• Exceed minimum performance benchmarks including new customer conversion, activity sales and grooming/bathing add-ons

Outbound Calls

• Complete the following outbound calls as requested by management
• Confirmation calls
• Welcome back calls
• Vaccination verification calls
• Event follow up calls
• Call on unclosed leads for all departments.

Tours

• Deliver facility tours upon request using approved tour path and verbiage

Tracking

• Enter accurate and complete sales data into OPC Admin Suite and other tracking sheets as requested by management
• Complete and deliver accurate End of Day reconciliation email daily

Check-in/Check-out

• Check-in and check-out customers using approved procedures
• Enter and verify accurate and complete pet information into computer systems—paying special attention to pet feeding and medication instructions
• Represent Pet Care Plus and ensuring a ‘5-Star Experience’ for all customers
• Resolve dog and client issues in a positive, professional manner. Escalate to managers as needed.

Other

• Keep lobby area and bathrooms neat, clean, and vibrant
• Take and send approved photos
• Complete individual playtimes and potty walks as requested
• Participate in and lead community events

• Flexibility – Flexibility to work early hours, late hours, holidays, and weekends.
• Personality – Ability to exhibit a positive, outgoing, enthusiastic, and cheerful demeanor towards others.
• Tenacious – Ability to hold steadfast and complete a goal.
• Responsible – Ability to be held accountable or answerable for one’s conduct.
• Communication – Effective written and verbal communication skills required as well as accurate record-keeping skills.

• Previous experience in a sales and customer service role preferred

• Exceptional technical skills including mastery of Gingr
• Ability to enter customer information into computer system while on the phone
• Functional use of multi-line phone system
• Able to effectively navigate voicemail systems

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by Supervisors as deemed appropriate.