Concierge Specialist
Department: Concierge / Sales
Reports To: Concierge Team Lead
Position Summary
The Concierge Specialist serves as the first point of contact for prospective and existing pet parents. This role is responsible for learning about each client's unique pet care needs, educating clients about available services, and facilitating thoughtful introductions between pet parents and independent Pet Care Professionals within the DOTR network.
The ideal candidate is warm, organized, detail-oriented, and passionate about creating exceptional client experiences.
Primary ResponsibilitiesClient Relationship Management
- Respond to inquiries from prospective and existing clients.
- Build rapport and establish trust with pet parents.
- Gather detailed information regarding pets, schedules, preferences, and care needs.
- Provide education regarding available services and the DOTR process.
- Maintain timely communication throughout the client journey.
Matching & Coordination
- Evaluate client needs and preferences.
- Identify appropriate Pet Care Professionals based on services requested, availability, location, experience, and client preferences.
- Coordinate introductions between pet parents and Pet Care Professionals.
- Follow up to ensure successful connections have been made.
Sales & Conversion
- Convert inquiries into scheduled consultations and reservations.
- Follow up with prospective clients who have not yet scheduled services.
- Maintain accurate lead tracking and client records.
- Support company growth through exceptional customer service and relationship building.
Communication
- Communicate professionally through phone, email, text, chat, and the Time To Pet platform.
- Collaborate with Reservations, Support, Marketing, and Onboarding departments.
- Escalate concerns or special circumstances when appropriate.
Administrative Responsibilities
- Maintain accurate client records.
- Document communications and activities within company systems.
- Assist with special projects as assigned.
- Support reporting and tracking initiatives.
Preferred Qualifications
- Customer service, hospitality, concierge, sales, or account management experience.
- Strong communication and relationship-building skills.
- Excellent organizational and time-management abilities.
- Comfortable with technology and learning new software platforms.
- Ability to work independently while collaborating with a team.
- Passion for pets and helping people.
Success Measures
- Timely response to inquiries.
- Lead conversion rates.
- Consultation scheduling rates.
- Client satisfaction.
- Quality of client-professional matches.
- Accuracy of documentation and follow-up.
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.
The best Concierge Specialists act more like a luxury hospitality concierge than a scheduler. They uncover what the pet parent actually needs and help guide them to the right solution.
Pay: $23.00 - $26.00 per hour
Work Location: In person
