Services Coordinator
About this role
Description
Position Title: Services Coordinator / Receptionist
Reports To: Store Manager
Department: Grooming / Retail
Status: Hourly
Position Summary
The Services Coordinator / Receptionist is the front-desk lead and the point of contact between the grooming department and the retail floor. This role is responsible for keeping the grooming schedule full, capturing and converting inbound leads, and making sure every client who walks in or calls leaves with a solution. Success in this role is measured by booked grooming capacity, lead response speed, and client retention.
Key Responsibilities
Grooming Book Management
- Keep the grooming schedule full by managing the book, filling open slots, and rebooking clients before they leave.
- Confirm upcoming appointments and work the cancellation and waitlist to recover open time.
- Track no-shows and late cancellations, and follow up to recover the revenue.
Lead Response and Booking
- Respond to all Google Local Services Ads (LSA) leads promptly during business hours, aiming to be the first to respond.
- Answer inbound calls, texts, and online inquiries and convert them into booked appointments.
- Capture client and pet information accurately at every touchpoint.
Retail and Service Connection
- Act as the liaison between the retail floor and the grooming department, communicating client needs in both directions.
- Identify retail solutions for clients based on their pet's needs, including food, supplements, and grooming maintenance products.
- Hand off grooming clients to the retail team and bring retail clients into the grooming book.
Front Desk Operations
- Greet every client and pet and set the tone for the visit.
- Process transactions, manage check-in and check-out, and keep the front desk area clean and organized.
- Maintain accurate client records and update contact and consent information.
Qualifications
- Strong communication and phone skills with a sales and service mindset.
- Comfortable with scheduling software and point of sale systems.
- Able to multitask in a fast-paced environment with pets and people.
- Reliable, organized, and detail-oriented.
- Prior retail, service desk, or front desk experience preferred.
Schedule and Availability
- Weekend availability is required.
- Must be available during peak grooming and retail hours.
Requirements
- Weekend availability is required.
- Must be available during peak grooming and retail hours.
Company at a glance
It all comes down to this—we love pets.
We’re here to help—because you love your pet and that matters to us. Need to find just the right food for your pet? We can help with that. Looking for that special toy, right supplement, or the most effective kitty litter? Come see us! Want your bag of food carried to your car? You don’t even have to ask. That’s why we’re here.
How We Started, Where We’re Going
Pet Pros was founded in 1986 in Seattle, Washington. Since then, we’ve grown from one store in North Seattle to 24 stores in Washington and Oregon—one of the largest independent pet supply retailers in the Pacific Northwest. We’re still growing, and we plan to keep growing, because building relationships in local neighborhoods is important to us. We’ll also keep opening new stores in the Northwest, simply because we love it here.
Our Commitment
From day one, we’ve made it our mission to deliver old-fashioned customer service. We’ve dedicated ourselves to empowering pet owners, providing them with knowledge to keep their pets happy, healthy, and safe. We’re not out to serve the masses. That’s not who we are. Our strength lies in building relationships with people in their neighborhood, making a difference in their (and our) community, and in treating our neighbors and their pets like family. Because they are.
Our Team
Our team reflects our company values—respect, fairness, and honesty. Our team knows a lot, and they love learning more—from our customers, our customers’ pets, their own pets (they all have pets), and from each other. We offer continuing education and training to our team. Our team loves these trainings. We’re not kidding. They love their job, and they’re committed to our customers, their pets, and providing the excellent service that keeps our customers returning year after year.
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