Customer Experience Specialist
Department: Customer Experience / Sales
Reports To: Customer Experience Team Lead
Position Summary
The Customer Experience Specialist serves as the first point of contact for prospective and existing pet parents.
This role is responsible for understanding each client's unique needs, providing exceptional customer service, educating clients about available pet care solutions, and helping connect pet parents with independent Pet Care Professionals within the Dogs On The Run network.
The ideal candidate is personable, detail-oriented, tech-savvy, and genuinely enjoys building relationships, solving problems, and creating outstanding customer experiences.
What You'll DoCustomer Experience & Relationship Building
- Respond to inquiries from prospective and existing clients.
- Build trust and rapport with pet parents.
- Learn about each client's pets, schedules, preferences, and care needs.
- Provide guidance on available services and how Dogs On The Run works.
- Deliver a high-touch customer experience from initial inquiry through service scheduling.
- Maintain consistent communication and follow-up throughout the client journey.
Sales & Client Success
- Convert inquiries into consultations and scheduled services.
- Follow up with prospective clients who have not yet booked services.
- Identify client needs and recommend appropriate solutions.
- Support company growth through exceptional service and relationship-building.
- Help create long-term, loyal client relationships.
Matching & Coordination
- Evaluate client needs and preferences.
- Coordinate introductions between pet parents and independent Pet Care Professionals.
- Collaborate with internal departments to ensure a smooth client experience.
- Follow up to ensure successful connections and positive outcomes.
Communication
- Communicate professionally through phone, email, text, chat, and company software platforms.
- Collaborate closely with Reservations, Support, Marketing, and Onboarding teams.
- Escalate concerns, special requests, or service issues when appropriate.
Administrative Responsibilities
- Maintain accurate client records and notes.
- Document communications and activities within company systems.
- Assist with reporting, tracking, and special projects.
- Support continuous improvement initiatives.
What We're Looking For
- Customer service, hospitality, sales, account management, client success, or relationship management experience.
- Strong communication and interpersonal skills.
- Excellent organization and attention to detail.
- Comfortable learning new technology and software platforms.
- Ability to thrive in a fast-paced environment where priorities can shift quickly.
- Self-motivated, proactive, and solutions-oriented.
- Ability to work independently while collaborating with a team.
- Passion for helping people and delivering exceptional service.
- Love of pets is a bonus!
Success Measures
- Response time to client inquiries.
- Consultation scheduling and conversion rates.
- Client satisfaction and retention.
- Quality of client-professional matches.
- Accuracy of documentation and follow-up.
- Contribution to team goals and company growth.
Our Core Values
- Compassion First
- People Before Platforms
- Professionalism with Purpose
- Culture of Kindness
- Integrity Always
- Elevate the Pet Care Industry
Listen. Learn. Match. Follow Up.
Pay: $22.00 - $26.00 per hour
Work Location: In person
