Job Description

Wag’n Tails is the leader in mobile grooming and mobile veterinary equipment solutions. It was founded by a pet care professional who believed that pet care is healthier for pets and more convenient for pet parents when delivered at home. We have decades of experience designing, engineering, and manufacturing efficient and reliable specialty vehicles for both mobile pet groomers and mobile veterinarians worldwide. Our “Best of Breed” vehicles, proven mobile pet grooming, and mobile veterinary business guides, value-added services, and dedicated customer care team help mobile pet care professionals be successful.

Wag’n Tails is seeking a motivated, ambitious, and driven leader to oversee and enhance our customer care operations. This role involves ensuring excellence in customer experience at Wag’n Tails and leading the development of our customer care team. The idea candidate will embody the values of the Wag’n Tails team, working collaboratively with our customer partners to support their success. We seek someone with exceptional communication skills, technical aptitude, leadership abilities, and the drive to manage impactful projects that add value to both our customers and the Wag’n Tails team. This person will lead with empathy for both our customers and our customer care team.

The ideal candidate will find ways to go the extra mile for customers, such as:

• Personalizing interactions to make each customer feel valued and understood.
• Following up with customers after resolving issues to ensure complete satisfaction.
• Offering additional resources or support to help customers maximize the benefits of Wag’n Tails services.
• Ensuring first call resolution of issues by leveraging all available resources.
• Training the team to adopt these practices and holding them accountable to consistently deliver exceptional service.

Key Responsibilities:

Customer Experience Management

• Develop and execute strategies that support customer service excellence.
• Support customer loyalty programs and retention campaigns.
• Collect and analyze customer feedback to identify areas for improvement and implement solutions.
• Monitor and report on KPIs such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Average Resolution Time, Customer Return Rate, First Contact Resolution (FCR), and take action to improve metrics.
• Initiate enhancements to customer care technical stack (Salesforce CRM, Oracle NetSuite ERP, CCaaS).
• Provide a “Voice of the Customer” to Sales, Marketing, Engineering, and Manufacturing Departments.
• Address and resolve escalated customer complaints and disputes, utilizing knowledge of warranty, troubleshooting of technical issues, initiating parts orders and warranty services as warranted.
• Oversee the Customer Experience Department’s financial resources and ensure cost-effective operations.
• Coordinate warranty services with the Service Center.
• Partner with marketing, sales, engineering and production to support ongoing customer partnerships, implement value-driven change initiatives, and proactively enhance systems or parts to prevent recurring incidents.

Customer Care Team Leadership and Development

• Plan and execute customer care team’s daily activities ensuring efficient workflows and meeting service level goals.
• Lead the team in empathy and partnership with Wag’n Tails customers to maintain high levels of customer satisfaction.
• Define team and individual performance targets that support our company values of innovation, common sense and customer service.
• Identify training opportunities for the customer care team to gain insight and resolution techniques for common technical issues and customer service excellence. Create troubleshooting materials for customer care team, ie: written guides/standard operating procedures, troubleshooting trees, service manuals, videos, etc.
• Partner with Human Resources to recruit, interview, and hire customer service representatives and provide ongoing performance feedback, direction and training.

Qualifications

• Associate degree or bachelor’s degree (preferred) or equivalent work experience.
• 5+ years in the vehicle/RV manufacturing or related industry.
• 3+ years in customer service or technical service / repairs.
• Certified RM Technician - RVIA/RVTI Level 2 or NRVTA desired or willingness to obtain certification within 1st year of employment.
• SalesForce (with Service Cloud), Oracle NetSuite ERP, CCaaS.
• Intermediate proficiency with Word, Excel, PowerPoint.
• Excellent written and verbal communication skills and the proven ability to collaborate with cross-functional teams.

Work Environment

Work will be performed in-office during customer service department hours. Some hours outside of a traditional 8:00 AM to 5:00 PM may be required due to extended service hours of the department.

If you are a results-oriented customer experience manager with a passion for helping drive success for your team, we want to hear from you! Please submit your resume to [email protected] or apply directly through LinkedIN!

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