Client Experience Administrator (Part-Time / Work from Home)

When Hounds Fly is Toronto's leading pet dog training school, with 5 locations in Toronto and Vancouver and over 14,500 dogs (and their families!) as alumni since 2010.

We are looking for a part-time, remote team member to help guide new puppy and dog owners to the right training services that When Hounds Fly offers!

This job is ideal for a college or university student looking for part-time work with flexible hours to fit around their studies. This work-from-anywhere role is for 4 hour, daytime shifts, with flexible timing. Weekend work is required, either ongoing or on a rotational basis with one other person, depending on the successful candidate's schedule. Weekday shifts would be scheduled late morning/early afternoons, with weekends requiring an earlier start (~9 AM EST).

Hot Tip: Mention somewhere that your favourite colour is Orange (even if it's not).

Our Client Experience Administrator is responsible for:

• Helping guide new puppy and dog owners to the right services that we offer, to help them strengthen the relationship they have with their dog
• Screening all potential group class student applications, and using established criteria, either accepting them and sending next step instructions, or advising them on more suitable services
• Screening all potential private lesson student applications, and using established criteria, assign them to the appropriate instructor for follow-up
• Validating all supplied puppy/dog vaccination paperwork and payment from prospective students
• Issuing student logins to newly admitted students
• Maintaining up to date records in our CRM and class management systems
• Maintaining accurate records in our timekeeping systems for analysis
• Handling the reconciliation of payment records from students in our accounting system
• Answering all general inquiries/student requests that come in via email, online chat, or booked 15-minute phone calls, that fall within scope/established criteria for the role
• Escalating all inquiries that fall outside of the scope/established criteria to Tier 2 team members
• Sharing ideas on continuous improvement in our operational processes
• Meeting with their manager on a regularly scheduled basis to review progress, celebrate success, and identify areas for growth

The Job Scorecard for this position consists of:

• Maintaining our Service Level Agreement of 24 hours to respond to all student inquiries, subject to volume benchmarks
• Answering student questions and resolving all cases with 100% accuracy
• Successfully converting inbound sales inquiries into closed, booked appointments or class registration
• Maintaining a high Customer Satisfaction rating, measured through post-ticket resolution surveys

Requirements:

• High school diploma or equivalent, post-secondary preferred
• A proven track record and history of accomplishments, whether it’s from previous employment (including part-time, summer student, co-op roles) or extracurricular activities
• Strong reading comprehension, spoken, and written communication skills in English
• Experience working in an inside sales/customer service environment is an asset
• Strong computer skills, including how to use, troubleshoot, and assist clients using web apps is an asset
• Data entry skills, including a typing speed of at least 80 words per minute
• As this is a work-from-home position, candidates will require reliable, very fast Internet connectivity - verified with a speed test, and a suitable work-from-home environment (computer, workspace, etc.)

The Application Process:

Candidates will be assessed via:

• An interview with the hiring manager and another team member, using the Topgrading methodology
• Role-plays where you act as a Client Experience Associate, helping guide a new puppy or dog owner over the phone to select services that are most appropriate for them, and answer questions and overcome common objections.
• A final step in the hiring process is for the candidate to arrange for personal reference calls with former managers (and others, such as teachers, coaches, etc.) that we choose.

Job Type: Part-time

Salary: $18.00 per hour

Expected hours: 8 – 12 per week

Benefits:

• Casual dress
• Flexible schedule
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• 4 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Application question(s):

• What kind of Internet connection do you have? (Vendor, type, download and upload speeds)
• Anything else you'd like to share?
• This is a part-time position: Shifts are mid-day, 4+ hours per day, with flexible timing and rotating weekend work. Why are you applying for just a part-time position?

Experience:

• Customer Service: 1 year (required)

Work Location: Remote

Application deadline: 2024-03-08
Expected start date: 2024-03-25