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 work-from-anywhere role is needed for 4-hour shifts scheduled in the middle of the late morning/early afternoons Monday through Friday.

Hot Tip: Mention in your cover letter that your favourite color is Orange.

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 followup
• 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 with scope/established criteria for the role
• Escalating all inquiries that fall outside of 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:

• Candidates must be legally permitted to work in Canada, and have a Social Insurance Number.
• 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 (Client Experience Team Lead) 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.