Job Description

NOTE: We are located in Roscoe Village (Chicago IL) and this position requires participation in a rotation of weekend and evening on-call responsibilities. Applicants must live within a 10-mile radius of the intersection of Belmont and Damen as well as have a car or some form of reliable transportation. Salary dependent upon experience and references: $32,000-40,000 . Additionally, after 30 days of full-time employment, we offer optional participation in both the Illinois Secure Choice IRA retirement savings program and seven different forms of Aflac supplemental insurance.

Please read (and re-read) the below thoroughly, carefully, and in its entirety. A cover letter that speaks to each of the points raised below is required. If it is written by AI, we will discard your entire application; you will not be moved forward in the process. You must be able to demonstrate your own ability to think and to write (with correct spelling, grammar, and punctuation). You will be given an in-person writing test and and WPM (words-per-minute) typing test as part of the interview process. Please do not waste your time or ours applying if you cannot pass these tests 90% or above. If hired into this position, you will be joining an office team of highly competent individuals who expect the same level of precision, intelligence, and dedication of everyone else on this team as they do of themselves individually. This is not an office job where you can kick back and relax. It is the opposite. And if that isn’t what appeals to you, then this isn’t the job for you.

With dozens of pet care professionals out in the field and nearly a thousand clients spanning neighborhoods from Rogers Park to Pilsen and from Streeterville to Portage Park, it takes a special kind of person to make sure that everyone is where they need to be, when they need to be there.

To say our office is a fast-paced environment would be an understatement. To continue to drive the kind of quality growth we have achieved thus far, we need an additional, rock-solid administrative team member keeping everything running smoothly. That’s where you come in!

Are you a “fixer”? Do you enjoy improvising to solve problems fast? Are you fastidious and obsessed with operating the logistical, day-to-day details of a fast-growing business? Are you a thinker and a doer? Are you results oriented? Do you enjoy improvising to solve problems quickly? Are you fastidious and meticulous with detail? Do the challenges of managing a large team of 40+ field professionals and the day-to-day details of a logistics-dependent business excite you?

This position will oversee the day-to-day operations collaboratively with the rest of our office team members. Duties include, but are not limited to: responding to scheduling requests via email and telephone as well as through our industry-specific software platform (Time To Pet), setting appointments in scheduling software, reviewing and addressing billing inquiries, taking basic information from prospective clients, answering or redirecting incoming calls, miscellaneous office duties, etc.

Duties Include, but are not limited to:

• Working alongside the rest of the office team to respond to scheduling requests and coordinating appointments in our scheduling software (Time To Pet)
• Reviewing and addressing client billing inquiries
• Consulting with prospective clients and attending in-home Meet & Greets and onboarding new clients
• Collaborating with the office team on strategies to deliver organic growth
• Taking ownership for the client satisfaction experience
• Participating in marketing activities
• Miscellaneous office duties

Requirements:

• Prior experience (with excellent references) in a similar role at a small business. (You must be a proven team player.)
• Excellent telephone and email customer service and communication skills are mandatory. You must have a great phone voice and personality, speak clearly and be easy to understand. You must be able to sound happy on the phone even when having a rough day. You will often have to speak with both clients and field staff about schedule changes and emergency situations, and you must be able to inspire confidence even in the face of a crisis
• Excellent business writing skills are a must! (Typing skills: 25WPM is mandatory minimum; 30 WPM or above is desirable.)
• Precise — zero mistakes —data entry skills. We handle thousands of appointments every month, and the team in the field relies upon the information entered into our software (Time To Pet) about each appointment to do their jobs accurately and on-time.  If you make mistakes, the happiness of our clients and field staff and, more importantly, the welfare of the pets who we are entrusted to care for can be put into jeopardy!
• Ability to handle multi-tasking without dropping balls. There will be times when you have a client on the phone, another one on hold, and multiple email requests that all have to be handled quickly and accurately
• Appropriate sense of urgency and prioritization; i.e., you know intuitively what needs to be handled this minute and what doesn’t without asking
• Great PC and technology user skills. You will need to use more than just email and our software platform (Time To Pet). You must also be able to work in Google Docs and Google Sheets without having to learn on the job.
• A serious work ethic.  This is a very important job — a lot of people will depend upon you (prospective clients, current clients, field staff, and your co-workers here on the office team). You will succeed only if you are a very hardworking and dedicated individual who is obsessed with an attention to detail and customer satisfaction.

Normal office hours are 9:00am-5:00pm Monday-Friday. You will also participate in an on-call Monday-through-Thursday rotation amongst the office team in the evenings one weeknight per week in case of emergencies as well as to handle client and field staff inquiries/requests. Likewise, you’ll participate in the office team’s weekend (5PM Friday through 9AM Monday) and holiday on-call rotation. You must also be prepared to work extended hours during peak-demand dates when necessary. (Peak demand days often require working extended hours as 100% of scheduling requests must be settled each day before closing.) Other duties include: Conducting virtual meet-and-greets (M&Gs) with new clients via Google Meet; attending in-person M&Gs at clients’ homes; and, when necessary, assisting the office team with coverage out in the field

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