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.

• Weekend availability is required.
• Must be available during peak grooming and retail hours.