As a Client Care Lead, you will take on a leadership role in overseeing and guiding a team of Client Care Specialists. Your primary responsibility is to ensure the team delivers exceptional customer service, meets performance targets, and continuously improves its efficiency. The ideal candidate possesses strong leadership skills, a deep understanding of call center operations, and a commitment to fostering a positive and productive team environment.

Responsibilities:

Your duties will include, but are not limited to: Provide leadership and direction to a team of Call Center Associates. Set performance expectations and monitor team members' progress. Motivate and inspire team members to achieve individual and collective goals. Conduct regular peer to peer coaching to provide constructive feedback. Identify areas for improvement and implement strategies for performance enhancement. Recognize and reward high-performing team members. Facilitate training sessions for new hires and ongoing skill development. Ensure that team members are up to date on product knowledge and company policies. Implement continuous learning initiatives to enhance team capabilities. Monitor and assess the quality of customer interactions through call monitoring. Provide coaching and guidance to improve team members' performance. Implement and enforce call center protocols and standards. Act as an escalation point for complex customer issues. Collaborate with team members to find effective solutions. Communicate with other departments to resolve escalated problems. Identify trends and areas for improvement based on analysis. Develop and implement strategies to address performance gaps. Foster open and transparent communication within the team. Relay important information from upper management to the team. Encourage a positive and collaborative work environment. Manage multi-line phone system Document client communication via animal management software Responsible for ensuring a seamless reservation process; includes reservations coming in via phone or online reservation site Resolve booking issues Verify & input Veterinary medical records Review new guest profiles and identify any "red flags" that require additional investigation Educate new & existing clients on all Wag Hotels services, programs, and policies Make recommendations for guests and up-sell services Responsible for helping to ensure maximum occupancy in each hotel Upkeep holiday wait lists during busy periods (including overbooking and back filling rooms) Audit various schedules and calendars to ensure accuracy Communicate with clients, colleagues, and outside agencies by phone and email General office upkeep Deliver exceptional customer service

Qualifications:

Bachelor's degree in a relevant field preferred. Proven experience in a call center environment, with at least 2 years in a leadership role. Strong leadership and coaching skills. Excellent communication and interpersonal abilities. Proficiency in using call center software and data analysis tools. Ability to make decisions under pressure and resolve conflicts effectively. Flexibility to work in shifts and adapt to changing priorities.

Physical Requirements:

Role is primarily in office while sitting at a desk for an extended period. Ability to be around dogs and cats for an extended period.

Full-time Employee Benefits Include:

• Free daycare for your dog while on shift after your first 90 days
• 401K/Roth IRA though Human Interest
• Up to 15 days of free boarding for your dog or cat (during non-peak periods)
• 30% discount on all retail
• 20% off services (grooming, bathing, add-on activities)
• Paid sick leave
• Health Insurance
• Vision Insurance

• Dental Insurance Pay:

  $19.50
• $21.

00 per hour

Benefits:

401(k) Dental insurance Employee discount Flexible schedule Health insurance Paid time off Vision insurance Application Question(s): How would you define excellent customer service? Describe a time when you went above and beyond for a customer. How do you motivate team members during busy or stressful shifts?

Work Location:

In person