Client Care Representative FT

JM Pet Resort & Veterinary Clinic; Brockton (MA); On-site; USD 32,000 - 42,000; Full time

Job summary

JM Pet Resort and Veterinary Clinic in Brockton, MA is seeking a friendly Client Care Representative to greet clients, help them find products, and book grooming and daycare services, ensuring a smooth, memorable showroom experience for every visit.

You will support daily operations, maintain showroom and stock, follow safety protocols, and work with a collaborative team to deliver compassionate care for pets and clear, helpful communication with their families in a fast-paced environment.

Qualifications

• 3+ years’ experience in a Customer Service and/or retail setting.
• Pet industry experience strongly preferred.
• Able to follow a rotating work schedule (e.g. nights, weekends, and holidays).
• Team oriented, reliable and dependable; maintain excellent attendance and punctuality.

Responsibilities

• Welcome clients into the showroom, create interpersonal connections and offer assistance.
• Familiarize customers with product options including food, supplements, handling tools and toys.
• Follow daily task lists; complete opening/closing checklists.
• Maintain stock room including cleanliness, organization, and expiration date checks.
• Maintain showroom etiquette including rotations, replenishment, and accurate pricing.
• Physically guide customers throughout the showroom to access product(s).
• Book grooming reservations.
• Assist clients to bring pets, pet belongings or store purchases to the vehicle as needed.
• Adhere to rotating shifts, weekends and holidays in accordance with business needs.
• Must be able to multitask successfully in a fast-paced, deadline-driven setting.

Skills

Customer service

Retail experience

Pet industry experience

Team player

Education

High School Diploma

Associates Degree preferred

Job description

Our mission is to support lifelong harmonious relationships between people and their pets. As experts in our field, we offer trusted guidance to pet parents and support them through all ages and stages while delivering 360° of Happy Health® to their beloved pets. We strive to empower a creative team of individuals in building careers in animal care where they feel valued, inspired, and live in a culture of recognition and growth.

Why Join Us:

At JM Pet Resort and Veterinary Clinic, you'll be part of a supportive, collaborative team that values both pets and people. We offer opportunities to grow, make a difference in the lives of animals, and help clients feel confident in their pets' car e.

Job Summary

Our Client Care Representatives develop caring and trusted connections with the people behind the pets. We are experts in the Pet Care service industry and proud of the niche we hold in our marketplace however it is that extra personal touch and focus on client engagement that creates a superior and memorable customer experience. Client Care Representatives actively demonstrate an understanding and connection with our core values as described in our Mission/Vision Statements.

• Welcome clients into the showroom, create interpersonal connections and offer assistance.
• Familiarize customers with product options including food, supplements, handling tools and toys.
• Follow daily task lists; complete opening/closing checklists.
• Maintain stock room including cleanliness, organization, and expiration date checks.
• Maintain showroom etiquette including rotations, replenishment, and accurate pricing.
• Physically guide customers throughout the showroom to access product(s).
• Learn and follow:
• Color-coded instructions/systems describing restrictions and permissions for dog handling.
• Vaccine policies, protocols for verification, record keeping
• Booking systems and processes for all services. Check-in and check-out of Daycare Dogs.
• Specific protocols for intake and release of Boarding Dogs.
• Current promotions and incentives.
• Handle guidelines to safely navigate dogs throughout the facility.
• Book grooming reservations.
• Assist clients to bring pets, pet belongings or store purchases to the vehicle as needed.
• Adhere to changing work schedule which requires rotating shifts, weekend shifts, holidays and overtime in accordance with business needs.
• Must be able to multitask successfully in a fast-paced, deadline-driven setting.
• Be active and good listeners to all clients regarding any questions or concerns.
• Maintain clean and safe facility including waste disposal, snow removal, and salt applications.
• Must be able to admit/release cats and conduct job functions

Qualifications

• 3+ years’ experience in a Customer Service and/or retail setting
• Pet industry experience strongly preferred
• Passionate about animal welfare; treats all animals with compassion and kindness
• Able to follow a rotating work schedule (e.g. nights, weekends, and holidays)
• Team oriented, reliable and dependable; maintain excellent attendance and punctuality

Education

• High School Diploma required
• Associates Degree preferred

Computer Skills

• Must be able to learn and efficiently use company software
• Must be able to learn new technology in accordance with business needs

Physical Demands

• Position requires a person to be both indoors and outdoors regardless of the weather
• Majority of the day is spent standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing
• Must be able to lift 50 pounds regularly, up to 100 pounds with assist
• Must be comfortable working with a wide variety of animals including small and large dogs
• Must be able to work around pet hair and dander
• Must be able to climb 2 flights of stairs multiple times per day

Working Conditions

• Potential exposure to dog and cat bites
• Potential exposure to contagious disease or infection
• Exposure to contaminants
• Exposure to extreme weather (i.e. heat and cold)
• Must work around pet hair and dander

Disclaimer

The above information has been designed to indicate the general nature of work performed by employees within this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed or deleted in accordance with business needs.