Services Concierge

C ome work at a place where innovation and teamwork come together to support the most exciting missions in the world! C ome work at a place where innovation and teamwork come together to support the most exciting missions in the world! The purpose of this position inherently involves providing excellent customer care to clients interacting with our Vetco Total Care full-service hospital and Petco Grooming, Training and associated services. The Concierge represents the mission and values to all clients and is typically the first and last person a client encounters when entering our hospital. This person provides a consistent single point of contact for the convenience and efficiency of our guests. The Concierge is responsible, like all team members, for fostering cohesion and motivation within the team.All hospital staff are responsible for performing their duties in a way that creates an environment in which: the patient’s needs always come first; every team member understands that they have the power to do what it takes to create an exceptional customer and patient experience; contentious issues are dealt with and resolved as they occur when possible, or as soon as is possible; exceptional teamwork and commitment to shared goals benefits the entire organization.Essential Job FunctionsList the essential duties and responsibilities that are required of this position. This section includes the primary accountabilities or duties of the job. The incumbent must be able to perform all the following duties and responsibilities with or without reasonable accommodation:· Assume primary responsibility for answering the phones and routing calls appropriately.· Schedule appointments when necessary from callers or visitors.· Greet all visitors, and provide a welcoming environment for inquiries about our services. Answer any questions and/or introduce visitor to an available service professional who can provide further service.· Welcome clients and patients by name as they arrive for appointments and notify technical staff when they arrive. Monitor wait times and make accommodations as necessary during peak/busy times, or when medical staff is dealing with an emergency situation.· Participate in the training of new staff members and general dissemination of knowledge as required.· Ensure that the waiting area is consistently cleaned (including using special disinfectants in the case of the presence of suspected contagious disease) and well-stocked with appropriate materials.· Confirm all appointments by client’s preferred communication method (phone, email, text) the prior day, and make necessary adjustments.· Monitor patient procedure and service times to provide updates to pet parents for pick-up.· Possess basic understanding of logistical specifics in order to provide backup support to technical staff when rooms need to be prepared or patients need to intake/discharge and primary staff members are otherwise occupied to ensure efficient check-in and check-out of guests.Other Duties and Responsibilities· Perform additional duties as assigned· Proactively take advantage of training and communication offered to learn about new services in order to offer suggestions and field guest questions.Nature of SupervisionIn all activities related to the care and handling of individual patients and clients, the incumbent will take direct supervision from the, General Manager with dotted line support from the Market Services Manager and Hospital Office Manager.Planning and Problem SolvingLike all team members, the Concierge plays a crucial role in ensuring that day-to-day operation of the hospital, grooming and training service centers is efficient and provides an optimal experience for our patients, members, and non-member clients. The Concierge has primary responsibility for consistently ensuring that the workflow is as optimal aspossible, which may require rescheduling appointments as well as maintaining an open line of communication with clients who are present in the practice and may need to wait longer than expected due to unforeseen circumstances (emergencies, etc.). The Concierge must ensure that the scheduled appointment duration is situation-appropriate (i.e. consider number of pets, sick/vs. well, etc.).This role is unique in that the Concierge will often be the first or last person dealing with upset or even potentially unhappy clients. This role requires an individual who is compassionate yet adaptable and flexible, and capable of not only doing what it takes to make the client’s and pet’s experience in our Pet Care Center optimal but also ensuring that the professional team can focus on delivering excellent care. At times when these goals may seem to be at odds, it is the job of the Concierge to formulate strategies that accomplish both.ImpactThis position will impact the organization by contributing to the growth of our health and wellness services while focusing on a high-quality standard of care. From an overall organizational standpoint, this position in critical ensuring that our client’s first and last impressions of our facility and team are optimal.Supervisory ResponsibilityThis position has no immediate supervisory duties.Education/Experience· High school diploma is a requirement.· Must have at least 1-year previous experience or working in a veterinary practice or a services oriented customer- facing role in another organization.· Must have excellent written and verbal communication skills.· Must be compassionate and sympathetic, and be able to maintain a professional attitude and demeanor during emotional and stressful situations.· Must have exceptional telephone and computer skills.· Must be a team player willing to learn new technique, treatments and services, offer creative ideas, and accept change.· Previous experience using a Practice Management Systema plus.Competencies: Completed by Total Rewards Department Work Environment:The majority of job duties are to be conducted at the Pet Care Center main check-in desk, as well as the Veterinary Hospital and Grooming Salon areas. This may involve bending, kneeling, lifting (up to 30 pounds, as necessary) and standing for long periods of time. A large amount of this partner’s time will be spent in direct contact with clients and their pets.ContactsThis position will regularly communicate with clients, service teams and companies that provide products and or services that are utilized in the Pet Care Center.Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification. Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.