Groom Club Member Experience Manager Nashville, TN · Full time

Detail-oriented problem solver with a deep love for dogs and a drive to deliver an exceptional member experience. In this integral role, you will manage our Total Care team’s grooming booking schedules, putting you on the front line of our quest for service excellence. Daily tasks will involve handling a high volume of inbound calls, texts, and booking requests, demanding outstanding verbal and written communication skills.

Description

Your role goes beyond responsiveness; it’s about proactively identifying and addressing the unique needs of our members. You'll engage in problem-solving that requires agility and creativity, especially when navigating complex scheduling scenarios and addressing diverse member requests. Following up post-service to gauge satisfaction, you will use a metrics-driven approach to analyze feedback, ensuring continuous improvement in service quality.


Collaboration is also a cornerstone of this role. You'll work closely with other team members, ensuring seamless operations and a unified approach to member care. Your expertise in articulating the benefits of our membership program will be crucial. You’ll guide members through the options that best suit their needs, fostering membership growth through informed and persuasive communication.


Additionally, you will work closely with the leadership team to develop and host membership events, such as nights out at the baseball park, dog park parties, and other fun events, and you will maintain an inventory of all new member gifts, ensuring our Total Care team is set up for success. 


Why are we different?


Founded in Nashville, Tennessee,Groom Club is the first mobile grooming service developed by veterinarians. We’re reimagining grooming to make it easy for pet parents to give their best friend the long, healthy life they deserve. Join our team and grow your career with our paid training and mentorship program, earn strong compensation that respects your experience, and find work-life balance with 28 paid days off per year. Plus, enjoy comprehensive health benefits, a fun company culture, and opportunities to give back to our community.


Why Choose Groom Club?


  • Compensation: up to $55k/year.


  • Work-Life Balance: Consistent schedule and 28 paid days off per year, including volunteer days, vacation, sick, and holidays.


  • Benefits: Medical, dental, and vision plans with substantial employer contributions and Short-Term Disability insurance.


  • Professional Growth: We invest in our team's career success through mentorship programs, specialized skills development, and advancement opportunities.


  • Modern Comfort: Our dress code is relaxed to allow for casual but appropriate attire.


  • Pet-Friendly: Groom your four-legged family member in the clubs.


  • Team Building: Join fun company events and outings.


  • Local Discounts: Enjoy team member discounts on pet food and supplies. 

 

 What skills would make you succeed in this role?


  • Strong Problem-Solving Abilities: Quick and creative resolution of scheduling conflicts and member inquiries.


  • Exceptional Communication Skills: Proficient in both verbal and written forms, able to convey information clearly and empathetically.


  • Effective Time Management: Ability to handle high volumes of calls, texts, and booking requests efficiently.


  • Detail-Oriented Focus: Keen attention to detail, ensuring accuracy in scheduling and member records.


  • Customer Service Expertise: Deep understanding of customer needs and commitment to service excellence.


  • Team Collaboration: Skilled at working collaboratively with various team members to ensure seamless service.


  • Sales Acumen: Proficient in explaining and selling the benefits of the membership program to potential members.


  • Metrics-Driven Approach: Comfortable using data and feedback to measure and improve service quality.


  • Adaptability: Flexible and able to thrive in a dynamic, fast-paced work environment.


  • Responsible: Own your work and take pride in your success. 

 

Requirements:


  • A profound love for dogs, coupled with a commitment to exceptional customer service.


  • 5+ years in a fast-paced customer service role, where you excelled at anticipating needs and delivering exceptional service, managing complex scheduling, high volumes of calls, texts, customer conflicts, and member inquiries OR equivalent higher education degree OR veteran service experience.


  • Strong capabilities in solving complex problems and organizing tasks efficiently.


  • Proficient in both verbal and written communication, ensuring clarity and professionalism in all interactions.


  • Ability to work effectively with a team, ensuring cohesive operations and a unified approach to member care.


  • Competence in explaining and selling the benefits of the membership program, with a knack for persuasive communication.


  • Comfort using metrics and feedback to drive service improvements and decision-making.


  • Flexibility to adapt to a dynamic work environment and handle unexpected challenges.


  • Basic knowledge of CRM systems, scheduling software, and standard office tools like Microsoft Office or Google.


  • Completion of a satisfactory national background check, credit screening, and drug test.


  • Possession of a valid driver's license in good standing with a clean driving record.


Ready to Apply?


If you're enthusiastic about education, grooming, and supporting a thriving team, we'd love to hear from you! Join us in shaping the future of Total Care Partners at Groom Club.


Equal Opportunity Employer:


Groom Club is an Equal Opportunity Employer committed to fostering growth and respect for all team members. We prohibit any form of discrimination or harassment. Upholding these principles is the responsibility of every Groom Club team member.