concierge SPECIALIST
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.
Sales & Conversion
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
Maintain accurate client records.
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.
Consultation scheduling 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
Listen. Learn. Match. Follow up.
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.