Overview
The Office & Client Success Manager is the operational and client-service hub of Dog Training Elite Broward. This position owns the customer journey from the first inquiry through scheduling, enrollment, training support, graduation, reviews, and referrals. The successful candidate combines disciplined administration with confident, relationship-based sales skills and a genuine desire to serve families well.
This manager leads with purpose, communicates with integrity, takes ownership of results, and protects a positive and peaceful office environment. The role requires someone who handles the small details exceptionally well, addresses challenges with courage, builds momentum each day, and helps the entire team celebrate, learn, and grow together.
Responsibilities
Lead Management and Sales Coordination
- Answer incoming calls, texts, emails, and website inquiries with warmth, confidence, and professionalism.
- Contact new leads promptly and maintain consistent follow-up until the prospect schedules, enrolls, declines, or requests future contact.
- Ask thoughtful discovery questions to understand the dog’s needs, the family’s concerns, and the outcome the client hopes to achieve.
- Communicate the value of Dog Training Elite programs by focusing on meaningful family outcomes rather than only describing lessons or pricing.
- Schedule complimentary in-home evaluations and clearly explain what the family should expect.
- Confirm appointments and follow up promptly with cancellations, no-shows, and unresponsive prospects.
- Maintain proposal follow-up schedules so no qualified opportunity is overlooked.
- Reactivate dormant leads and former clients when appropriate.
- Support enrollment, contract completion, payment coordination, and financing processes.
- Maintain accurate lead-source, activity, and conversion information in the approved CRM or tracking system.
Scheduling and Calendar Management
- Manage evaluation, private lesson, group class, and trainer calendars.
- Coordinate appointments based on client needs, geography, trainer capacity, and program requirements.
- Optimize routes and schedules to reduce unnecessary travel and improve trainer productivity.
- Balance workloads fairly while protecting the quality of the client experience.
- Communicate schedule changes quickly and accurately to clients and trainers.
- Confirm upcoming appointments and identify potential conflicts before they affect service.
- Maintain visibility into trainer availability, program timelines, holidays, events, and group-class requirements.
- Build schedules that support steady progress and completion before important family milestones or seasonal events.
Client Success and Retention
- Welcome every client with empathy, encouragement, and respect.
- Provide onboarding instructions and ensure clients understand the next steps in their program.
- Maintain consistent communication throughout the client’s training journey.
- Respond calmly and constructively when clients are frustrated, emotional, or uncertain.
- Escalate concerns appropriately rather than allowing issues to remain unresolved.
- Coordinate graduation recognition, follow-up communication, review requests, and referral invitations.
- Encourage continued participation in group classes and community events.
- Help preserve long-term client relationships by making families feel supported, informed, and valued.
- Celebrate progress and recognize the contributions of clients, dogs, and team members.
Office Operations
- Maintain a professional, organized, welcoming, and peaceful office environment.
- Keep office supplies, forms, training materials, and marketing collateral stocked and accessible.
- Maintain accurate digital and physical records.
- Support reporting, invoicing, payment follow-up, and general administrative coordination as assigned.
- Prepare daily, weekly, and monthly activity reports.
- Track open leads, scheduled evaluations, proposals, enrollments, cancellations, and follow-up requirements.
- Anticipate needs and complete small but important tasks before they become larger operational issues.
- Protect confidential company, employee, and client information.
Team Support and Communication
- Serve as a reliable communication link among leadership, trainers, clients, and community partners.
- Communicate respectfully, directly, and constructively.
- Share relevant concerns and operational risks with leadership promptly.
- Do not withhold or selectively communicate information that may affect client service, revenue, safety, or team performance.
- Reinforce schedules, expectations, follow-up requirements, and client commitments.
- Support trainers without removing their responsibility for performance and client care.
- Promote cooperation rather than competition within the team.
- Recognize team wins and help create an environment where people feel encouraged to improve.
- Contribute ideas, accept coaching, and respectfully challenge processes that are no longer serving the business.
Community and Marketing Support
- Coordinate veterinary, HOA, multi-family, and local business partnership appointments.
- Support seasonal campaigns, community events, pack walks, group classes, and public demonstrations.
- Maintain community outreach calendars and partner contact records.
- Ensure events and campaigns are supported with current flyers, QR codes, forms, and follow-up plans.
- Assist with social media coordination by gathering client stories, reviews, photographs, and event information.
- Ensure leads generated through community outreach are captured and followed through to resolution
Pay: $45,760.00 - $58,284.10 per year
Benefits:
- Flexible schedule
- Paid time off
Work Location: In person
