Lincoln, Nebraska
Posted 4 days ago

Kenl-Inn Customer Service Representative is responsible for customer service, reservations, retail inventory, processing invoices & payments, processing enrollments and administrative duties in support of these functions.  Additionally, they are responsible for the maintenance and cleaning of the reception/retail area.  The Customer Service Representative reports to the Front Office Manager.

Primary Duties

  • Our priority is servicing the clients that are in our center by greeting everyone who enters and helping (i.e., clients on the phone should be asked to hold while you greet a client that enters or ask for a number & call back the client on the phone).  Attempt to call clients by their first names and acknowledge their dog by name too.  Thank them for doing business with us and encourage them to return.
  • Telephone calls should be answered promptly with the Company greeting, your name and an offer of assistance.  Calls for management should be screened and announced – not just put through. If the person being called is not in, ask if they would like voice mail. If not, document messages for management on phone message pads complete with date, time of call, phone number, complete message & your initials.  Check phone frequently for missed call messages and return promptly.
  • Show appreciation to our clients for visiting and encourage them to use our services. 
  • Utilize friendly sales techniques to upsell clients additional service and products that will benefit their pets.
  • Work with dissatisfied clients to resolve issues to retain clients.
  • Give tours of the facility using tour script and stations to potential customers and answer questions regarding our services, policies and procedures.  Explain our focus on pet activities, wellness and quality care provided in all our services.
  • Coordinate with Kennel staff when opening or closing to ensure proper pet care.
  • Making and soliciting new client reservations.
  • Enter “complete” client reservations in point-of-sale system as outlined in Bookings procedures; including extra charges as per pet policies (e.g., pick up fees, half day board fees, etc.).
  • Receive payments and process invoices as described in the Invoice Processing procedures.  Timely collect all invoices.
  • At check-in confirm current client contact information & care instructions for pet for all services to be provided. 
  • It is critical to accuracy in billing and pet care that all pets and services are entered 100% correct in point-of-sale system.
  • Check pets in as they arrive.
  • Grooming Services – confirm pick-up time & phone call if we are to call when ready.  For new clients or a change in instructions from last visit ask the client to complete Groom Instruction form.
  • Daycare – confirm Daycare Agreement is on file, pick-up time and add lunch if applicable.
  • Lodging – complete inventory of luggage, feeding and medication instructions as per procedure.
  • Training – confirm training department has instructions or meets with client at arrival. 
  • Processing enrollment paperwork accurately & timely is a high priority and procedures followed for daycare & boarding.
  • Monitoring, following-up and documenting pet vaccinations in accordance to procedures is a high priority of the position.
  • Assist clients in sale of retail inventory.
  • Keep inventory stock clean, neat and pulled to front of shelving.
  • Create member renewal letters as assigned
  • Cold calls to thank clients for the business and ask to make new reservations
  • Print copies of daily reports for reception area for all service areas. 
  • File paperwork in client files as outlined.
  • Cleaning tasks are completed after each associate’s shift and as outlined in reception duties checklist.

Minimum Experience, Skills, Certification or Academic Background Required

  1. High school graduate preferred
  2. Excellent oral & good written communication skills
  3. Good math skills & selling skills preferred
  4. Previous work experience demonstrating dependability
  5. 1-2 years experience providing client service & processing POS payments
  6. Self-motivated, independent worker with attention to detail
  7. Proven leadership and training skills
  8. Ability to work in a team environment
  9. Good decision and problem solving skills
  10. Demonstrated flexibility and proven coping skills
  11. Reliable transportation, to and from work

Job Features

Job Category

Customer Care

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