Assistant Manager – Customer Service & Team Leadership
petbar boutique Katy – Katy, TX
Pay: $17.00–$18.00 per hour, based on experience
Job Type: Full-time, hourly
Expected Hours: Approximately 35 hours per week
Signing Bonus: $750, paid in installments
About the Position
petbar boutique Katy is looking for a dependable, professional and motivated Assistant Manager to help lead the day-to-day operations of our busy pet grooming and bathing business.
This is a hands-on management position with direct responsibility for supervising our front desk and bathing teams, delivering an excellent customer experience, managing schedules and appointments, supporting membership sales, and helping ensure the store operates smoothly every day.
We are looking for someone who can lead employees, hold people accountable, communicate confidently with customers, stay organized in a busy environment, and help grow the business.
Previous pet-industry experience is not required. Experience with dogs, grooming, bathing or another pet-related business is certainly beneficial, but strong management, customer-service, organizational and sales skills are more important.
Bilingual English/Spanish capability is highly desired.
This Is Not a Traditional Receptionist Position
Our Assistant Manager works in the middle of an active, fast-paced pet grooming environment. This is very different from working at a quiet reception desk in a medical, physical therapy, veterinary or professional office.
The Assistant Manager should expect to:
- Be on their feet and moving around the store for much of the workday, rather than sitting behind a reception desk
- Work in a busy environment with dogs regularly arriving and departing throughout the day
- Work around the noise of dogs, grooming equipment and high-velocity dryers
- Work in an environment where pet hair and water are a normal part of the day
- Move regularly between the front desk, bathing and grooming areas
- Communicate throughout the day with customers, groomers, bathers and front desk employees
- Handle multiple priorities at once, including ringing phones, arriving customers, appointment changes, employee questions and operational issues
- Be comfortable working around dogs of different breeds, sizes and temperaments
The right person will enjoy an environment that is busy, active and highly interactive. Someone looking primarily for a quiet, seated receptionist or administrative position is unlikely to find this role to be a good fit.
What You'll DoLead & Supervise Employees
- Directly supervise front desk employees and bathers
- Set expectations, establish daily priorities and assign responsibilities
- Help onboard and train new team members
- Coach employees and address routine performance issues
- Address attendance and punctuality concerns
- Hold employees accountable for completing assigned responsibilities
- Help create a professional, positive and team-oriented workplace
- Manage call-outs, staffing issues and day-to-day scheduling needs
- Escalate significant personnel matters to ownership when appropriate
Deliver Excellent Customer Service
- Interact extensively with customers both in person and by phone
- Help customers understand services and schedule appropriate appointments
- Resolve routine customer concerns professionally and promptly
- Ensure customer expectations are clearly communicated to groomers and bathers
- Coach employees on customer-service standards and professional phone etiquette
- Help build long-term relationships with our customers and their pets
Customer-service experience means more to us than cashier experience. This is not simply a checkout-counter position. We are looking for someone who knows how to speak professionally with customers, ask questions, understand their needs, explain services, solve problems and handle difficult conversations when necessary.
Manage Appointments, Scheduling & Daily Operations
- Use our point-of-sale and appointment-management system
- Book appointments and manage appointment changes
- Create and manage front desk and bathing schedules
- Coordinate activities among front desk staff, bathers and groomers
- Ensure adequate staffing coverage
- Verify completion of opening and closing procedures
- Help ensure cleanliness and organization standards are maintained
- Monitor supplies, equipment and inventory needs
- Troubleshoot routine operational and technology issues
- Help ensure established petbar policies and procedures are consistently followed
Support Membership & Sales Growth
petbar operates a recurring membership program, making sales and customer retention an important part of this position.
The Assistant Manager will:
- Explain and sell petbar memberships to customers
- Help employees become more effective at discussing and selling memberships
- Encourage customers to pre-book future appointments
- Recommend appropriate services and add-ons
- Help improve customer retention
- Encourage satisfied customers to provide online reviews
- Monitor membership and other key performance metrics
Previous sales experience or formal sales training is highly desirable. We are particularly interested in candidates who are comfortable asking questions, understanding a customer's needs, explaining value and asking for the sale.
What We're Looking For
Strong candidates will have several of the following:
- Previous direct supervision of employees is highly desired. By direct supervision, we mean employees who actually reported to you and for whom you had responsibility for training, coaching, performance and accountability — not simply managing a shift, overseeing coworkers or acting as the senior employee on duty.
- Strong customer-service experience involving meaningful interaction with customers both by phone and in person
- Experience with appointment scheduling, employee scheduling, booking systems and/or point-of-sale systems
- Sales experience or previous sales training
- Strong organizational and time-management skills
- Ability to manage multiple priorities in a fast-paced environment
- Confidence addressing employee performance and customer-service issues
- Strong professional communication and phone skills
- Dependability and good judgment
- Ability to work effectively without constant direction from ownership
- Bilingual English/Spanish capability is highly desired
- Pet-industry, dog-handling, grooming or bathing experience is beneficial, but not required
Compensation & Signing Bonus
- $17.00–$18.00 per hour, based on experience
- Approximately 35 hours per week
- $750 signing bonus, paid in installments:
- $250 after 30 days of employment
- $250 after 90 days of employment
- $250 after 180 days of employment
- Signing-bonus installments are contingent upon remaining actively employed and in good standing at the time each installment becomes payable.
About petbar boutique Katy
petbar is a full-service pet grooming and bathing boutique offering professional grooming, bathing, self-wash services and recurring memberships.
At petbar boutique Katy, customer service is about much more than checking someone out at a register. Our team builds relationships with customers, understands their pets' needs, schedules the right services, communicates with groomers and bathers, solves problems, and helps customers get the most value from their petbar membership.
If you have experience leading employees, taking care of customers, managing schedules and helping grow a business, we'd like to hear from you.
Pay: $17.00 - $18.00 per hour
Application Question(s):
- Have you worked in a customer-service role where you regularly interacted directly with customers both in person and by phone, including answering questions, explaining services, scheduling appointments, or resolving customer concerns?
- Have you held a position where selling a service, membership, or similar offering directly to customers was an expected part of your job?
- Are you bilingual and able to communicate fluently with customers and employees in both English and Spanish?
- Are you comfortable working in a busy, active environment where you will spend much of the day standing and walking, rather than sitting at a desk in a quiet receptionist or office setting?
- Have you directly supervised employees who reported to you, where you were responsible for assigning their work, training or coaching them, addressing performance or attendance issues, and holding them accountable for their job responsibilities?
Work Location: In person
