Customer Success Associate

About Barkbus

At Barkbus we're dog-loving entrepreneurs and creatives aiming to build the premier pet services brand -- and we are starting by bringing the convenience and luxury of mobile dog grooming to pet parents throughout Southern California. Our brand is centered around building a community of world-class talent and providing reliable service through seamless technology. We are a tech-forward, pet services startup excited about solving problems big and small to better serve our clients, their parents and our local communities. 

About This Role 

Simply put - you love people, you love dogs and you love talking to people about dogs! As a Customer Success Associate, you will be responsible for the repeat client lifecycle - ensuring client retention and optimized scheduling and routing. You are proactive, adaptable, and a relationship builder at your core. You are excited about the challenges that come with building a startup, and enjoy being both strategic and hands-on.

In this role, you will book appointments, communicate with all existing clients, and implement strategies to enhance routing efficiency and build operational excellence. You will liaise with Pet Stylist teammates and grooming operations management to ensure an excellent client experience.  The ideal candidate loves teamwork, problem solving and thrives in a fast-paced environment where they can work autonomously while being both analytical and creative.

Role & Responsibilities:

• Serve as a professional, friendly point of contact for all existing clients providing insight into their grooming inquiries. 
• Deliver an exceptional client experience and develop lasting relationships with clients via Barkbus channels of communication - phone, emails and live texting chats.
• Handle a high volume of requests while maintaining the ability to perform detailed administrative tasks such as entering client data into our CMS, scheduling appointments, and sending text communications
• Achieve revenue targets by scheduling and confirming appointments for returning clients
• Partner with the operations team to execute a seamless, luxury experience that clients cannot stop talking about
• Troubleshoot and resolve client issues with the utmost care and respect by listening to their problems and offering creative resolutions.
• Proactively bridge communication between Pet Stylists and clients to avoid and/or reduce any service conflicts or issues
• Share the Barkbus value proposition with returning clients and provide an elevated experience for both Pet Stylists and clients.
• Solicit and organize post-appointment feedback from clients and share that information with management in order to continuously improve and evolve the customer experience
• Be excited to learn about specific dog characteristics & local geography to achieve operational excellence.
• Strive to strategically schedule appointments to minimize drive-time & create efficiency within groomer schedules.

Who you are:

• You are relentless. You have the determination and grit to keep working on a problem as new challenges emerge, while maintaining the flexibility to adjust plans or strategies as needed
• You are a Problem Solver. You are able to think quickly and make decisions in a fast-paced environment.
• You are a Communicator. You listen actively and endeavor to understand the needs of our clients and our business. You express your ideas clearly and communicate effectively to produce positive results.
• You have Strong Integrity. You are honest and ethical in all interactions and uphold company values and policies.
• You are Dedicated. You are committed to providing a tailored VIP experience during each customer interaction.
• You are Empathetic. You are able to see situations from the customer's perspective and provide the best solutions aligned with the Barkbus mission.
• You are a Multi-tasking Master. you have great attention to detail, are organized and can handle multiple tasks at once

Qualifications:

• Must be both a people and dog lover!
• Minimum 2 years of experience working in a client facing role 
• Excellent verbal and written communication skills.
• Excellent interpersonal and negotiation skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to adapt to the needs of the organization.
• Proficient with Google productivity suite (Docs, Sheets, Slides, etc).
• Ability to work weekends