Completely fill the calendars of our grooming team on a daily basis (80-150 appts/day). Quickly and effectively resolve customer service issues that arise throughout the day. Close out accounts receivable on a daily basis.
Outcomes required for success:
Average booking rate of $1,000/hr.
Keep accounts receivable at <10% of 30 day revenue
Reply to customer service issues using the 1(hour)/24(hours)/1(week) rule. (We respond within an hour, try to solve within 24 hours and never let an issue go beyond 1 week).
Role based competencies:
Positive Mindset: You must be able to keep focused on successes rather than failures. The upset/angry people are the loudest but represent less than 6% of total client experience.
High Intensity: We book $15,000 - $18,000/day in addition to handling customer service and accounts receivable. You will need to be the type of person that comes ready to work and is mentally prepared to work hard all day.
Strong Interpersonal Skills: You will need to have the skills and desire to deal with all types of people. Clients, office coworkers and groomers. You will encounter a wide variety of people and situations everyday and must be comfortable working with people whether they're excited and happy or upset and frustrated.
Self Motivated: We are a data driven company when judging success or failure within a role. However, within the scheduler role it is possible to hide within the team data for a time. The data is eventually sifted and separated but people that don't pull their own weight are able to fly under the radar for a bit. It is important that you are someone that has an internal desire to do your best day in and day out in order to be successful.
Flexibility: At any given time, the number one priority can change. It is often the case that a groomer cannot make it to one or more appointments or that a client needs to cancel for one reason or another. It is crucial that you are able to reprioritize tasks with a sense of urgency in order to fulfill whatever need is most pressing at the time.
Culture competencies
Open to Feedback: We give and receive feedback here every day. To fit in on this team, you must be comfortable with both giving and receiving feedback, especially when it's uncomfortable.
Learning Mindset: We believe that not one person in the company, from the newest bather to our founder, is done learning and growing. We want you to be reading, listening to podcasts, watching YouTube videos and seeking out in person opportunities in the name of self-improvement (personal and professional).
Team First Thinking: The question we always want you to ask yourself is: what is in the best interest of the team? The goal is not to please your manager, it's not to make the owner happy and it's not what is the easiest thing for me. The goal that we all share when making decisions is: is this in the best interest of the team as a whole? If the answer is yes, do it. If the answer is no, don't. It's as simple as that.
Qualifications
General computer literacy (Google sheets, Google docs, ability to figure out a scheduling platform, efficient typing speed)