CONCIERGE SPECIALIST

Dogs On The Run Inc; Carlsbad (CA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Supportive team environment

Opportunities for growth

Meaningful work

Job summary

Dogs On The Run Inc is seeking a Concierge Specialist in Carlsbad, CA. This full-time position involves serving as the first point of contact for pet parents and managing their unique pet care needs.

The ideal candidate is warm, organized, and detail-oriented, possessing a strong customer service background and a passion for helping pets and their families.

Join a supportive team that values service, kindness, and integrity in the pet care industry.

Qualifications

• Experience in customer service, hospitality, concierge, or sales.
• Strong communication and relationship-building skills.
• Excellent organizational and time-management abilities.

Responsibilities

• Responding to inquiries from prospective and existing clients.
• Building rapport with pet parents.
• Gathering detailed information regarding pets and preferences.
• Coordinating introductions between pet parents and professionals.

Skills

Customer service

Communication skills

Relationship-building

Organizational skills

Time-management abilities

Technology comfort

Job description

DOGS ON THE RUN® (DOTR)

department: concierge/sales

POSITION: FULL TIME EMPLOYEE

LOCATION: CARLSBAD, CA (ONSITE)

Reports to: Concierge Team Lead

ABOUT DOGS ON THE RUN

Dogs On The Run is a luxury pet care concierge serving pet parents and independent Pet Care Professionals throughout Southern California. Our team is passionate about delivering exceptional service, building relationships, and creating outstanding experiences for both pet parents and Pet Care Professionals.

POSITION OVERVIEW

The Concierge Specialist serves as the first point of contact for prospective and existing pet parents. This role is responsible for learning about each client's unique pet care needs, educating clients about available services, and facilitating thoughtful introductions between pet parents and independent Pet Care Professionals within the DOTR network.

The ideal candidate is warm, organized, detail-oriented, and passionate about creating exceptional client experiences.

RESPONSIBILITIES

Client Relationship Management

Respond to inquiries from prospective and existing clients.

Build rapport and establish trust with pet parents.

Gather detailed information regarding pets, schedules, preferences, and care needs.

Provide education regarding available services and the DOTR process.

Maintain timely communication throughout the client journey.

Matching & Coordination

Evaluate client needs and preferences.

Identify appropriate Pet Care Professionals based on services requested, availability, location, experience, and client preferences.

Coordinate introductions between pet parents and Pet Care Professionals.

Follow up to ensure successful connections have been made.

Convert inquiries into scheduled consultations and reservations.

Follow up with prospective clients who have not yet scheduled services.

Maintain accurate lead tracking and client records.

Support company growth through exceptional customer service and relationship building.

Communication

Communicate professionally through phone, email, text, chat, and the Time To Pet platform.

Collaborate with Reservations, Support, Marketing, and Onboarding departments.

Escalate concerns or special circumstances when appropriate.

Administrative

Document communications and activities within company systems.

Assist with special projects as assigned.

Support reporting and tracking initiatives.

Preferred Qualifications

Customer service, hospitality, concierge, sales, or account management experience.

Strong communication and relationship-building skills.

Excellent organizational and time-management abilities.

Comfortable with technology and learning new software platforms.

Ability to work independently while collaborating with a team.

Passion for pets and helping people.

Success Measures

Timely response to inquiries.

Lead conversion rates.

Client satisfaction.

Quality of client-professional matches.

Accuracy of documentation and follow-up.

Core Values

Compassion First

People Before Platforms

Professionalism with Purpose

Culture of Kindness

Integrity Always

Elevate the Pet Care Industry

The best Concierge Specialists act more like a luxury hospitality concierge than a scheduler. They uncover what the pet parent actually needs and help guide them to the right solution.

WHY JOIN DOGS ON THE RUN?

Supportive and collaborative team environment

Opportunity for growth and advancement

Meaningful work helping pets and their families

Fast-paced, engaging workdays

Company culture built around service, kindness, accountability, and teamwork

If you're highly organized, love helping people, and enjoy being the person who keeps everything running smoothly, we'd love to hear from you.