About the Role
Key Responsibilities:
Client Operations:
- Manage standard inbound client communications (email, phone, text)
- Schedule services accurately and efficiently
- Confirm bookings, send updates, and handle follow-ups
- Resolve routine issues calmly and professionally
- Maintain a white-glove client experience at all times
- Enforce policies clearly and warmly
Team & Scheduling Coordination:
- Coordinate schedules for independent contractors
- Ensure coverage, confirmations, and handoffs are seamless
- Communicate changes clearly and proactively
- Notice potential issues and flag / mitigate them before they develop fully
Systems & Organization
- Maintain operational systems
- Track recurring services and client preferences
- Ensure accuracy in scheduling and internal records
- Anticipate logistics or scheduling issues like overlapping bookings or key handoff challenges and address them before they occur
- Improve workflows as the business grows
Requirements
An ideal applicant has:
-Experience in high-touch, client-facing, or professional service environments
-Exceptional verbal and written communication skills
-Strong interpersonal skills and a desire to lead with warmth and empathy
-Loves animals
-Demonstrates strong active listening skills to understand and anticipate client needs and concerns
-Highly process-driven with excellent time management skills; able to prioritize competing tasks and manage multiple deadlines in a fast-paced environment
-Exhibits exceptional attention to detail and takes initiative in planning, coordination, and follow-through
-Strong reading comprehension and understanding of complex tasks
-Performs effectively under pressure while maintaining a positive, professional, and productive approach
-Proficiency in Microsoft Office (knowledge of Pet Sitter Plus preferred but not required)
About the Company
Fetch & Favor is a high-touch, concierge-style pet and home care company serving discerning clients who expect excellence, discretion, and seamless service. We take pride in great care of pets and their people, and in brightening peoples' days with quality care and quality service.