Client Experience Representative
Zoomin Groomin is a luxury mobile pet grooming franchise serving dog and cat owners across Southwest Reno, NV. We bring the spa to the pet — one-on-one, cage-free grooming delivered directly to our clients' doors in a fully equipped, climate-controlled van. We opened for business in March 2026 and are already growing fast, with a second Reno van on the road.
About the role
The Client Experience Representative is often the very first voice a client hears — and the one who keeps every spa day running smoothly behind the scenes. This role is focused on answering calls, responding to leads, booking and adjusting spa days, and keeping client records complete and accurate. It's a part-time, hands-on-the-phone-and-keyboard role for someone who is quick, professional, detail-obsessed, and genuinely enjoys helping people (and their pets) have a great experience.
Responsibilities
- Phone & Message Response
- Answer incoming calls in MoeGo promptly and professionally, representing the Zoomin Groomin brand voice at all times
- Return missed calls in a timely manner, keeping response times tight and clients feeling prioritized
- Respond to Yelp and Google Local Services leads quickly and warmly to convert inquiries into booked spa days
- Communicate with clients across phone, text, and written channels in a polished, on-brand, luxury-service tone
- Spa Day Scheduling
- Book new spa day appointments and manage schedule changes using MoeGo
- Use Smart Scheduler to book efficiently, optimizing van routes and groomer time
- Proactively identify and help fill scheduling gaps, cancellations, and waitlist opportunities
- Client Records & Notes
- Take meticulous, detailed notes on every call and interaction so nothing is lost in translation
- Ensure client and pet files are complete — agreements, vaccination records, service notes, and special handling instructions
- Flag any missing documentation or compliance gaps to the Owner or Operations Manager
- Groomer Liaison & Day-of Support
- Serve as a communication liaison with groomers during the workday, helping remove barriers so spa days run on time
- Relay client requests, schedule changes, and day-of updates clearly to the assigned groomer
- Assist with troubleshooting day-of issues — schedule conflicts, client questions, minor billing concerns — and escalate as needed
- Billing & Client Support
- Assist with basic billing questions, payment updates, and invoice troubleshooting in MoeGo
- Support service recovery conversations with empathy and professionalism, escalating complex issues appropriately
Requirements
- Minimum 2 years of customer service and/or scheduling experience
- Exceptional professional verbal and written communication skills
- Ability to work independently — a self-starter and problem-solver who doesn't need constant direction
- Comfortable learning and navigating scheduling software (MoeGo) and multiple communication channels
- Highly organized, detail-oriented, and reliable with strong follow-through
- Genuine comfort representing a luxury, client-first brand
- High school diploma or equivalent (GED) required
Preferred Qualifications
- Experience in the pet industry — grooming, pet medical, mobile grooming, or brick-and-mortar pet care
- Scheduling experience in a spa, salon, or medical/health office setting
- Familiarity with MoeGo or similar scheduling and payment platforms
- Some college coursework, current enrollment in a degree program, or an associate degree
Schedule
- Hours vary week to week based on call volume, lead activity, and business needs; there is no guaranteed minimum number of hours
- Must be available for shifts between the hours of 8:00 AM and 6:00 PM
- Weekend availability is required
- Schedules are provided monthly; changes to the published schedule may occur with a minimum of one week's notice
Pay
This position is non-exempt and paid hourly; all hours worked, including time spent on calls, texts, and administrative tasks outside scheduled shifts, must be recorded and paid in accordance with Nevada and federal wage and hour law.
Growth Path
As Zoomin Groomin grows, strong performance in this role can lead to increased hours, up to and including a transition to a full-time Client Experience Representative position, based on business needs.