Our Vision:

PetScreening strives to be the global leader for pet screening and animal validation. We want to make the world more pet inclusive no matter where you live, work, play, or stay.

Our Mission:

PetScreening advocates responsible pet ownership and helps validate legitimate assistance animal accommodation requests.

PetScreening™ is the fastest growing pet-property tech SaaS company. We help property managers and housing providers manage residents' pets and assistance animals (service animals/emotional support animals/companion animals/etc.). Our proprietary screening platform adds an additional layer of liability protection by having a standardized process when dealing with household pets and assistance animals.

Our Culture:

PetScreening has a pet-friendly office located in the heart of the Merino Mill in Mooresville, NC. Our large office provides space for independent, team, and large group collaboration within several different types of work spaces. Our casual office environment encourages our employees to bring their pets to work. We offer a hybrid schedule, which includes select optional remote work days allowing our employees to work hard while having fun.

Benefits Offered:

• Medical/Dental/Vision/HSA benefits offered after 30 days of employment.

• Company sponsored Life Insurance and Short Term Disability.

• Optional Life Insurance and Long Term Disability Plans.

• 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment.

• Paid time off accrual beginning first day of employment

• Paid holidays

• Optional remote work days

• Paid Family/Military/Bereavement leave

• Pet friendly office

What you'll do

• Client Onboarding Management:

  • Oversee the meticulous management of client accounts during the onboarding process.

  • Act as the primary point of contact for more complex client issues, ensuring a positive onboarding experience.

  • Supervise the accurate addition and management of contacts in the Learning Management System.

• Software Integrations:

  • Supervise the setup of essential software integrations as part of the account-building process.

  • Address and escalate integration issues reported by clients and internal teams for swift resolution.

  • Maintain and update the team's Postman environment.

  • Provide guidance to team members on technical aspects, including executing API calls using tools like Postman.

• Technical Leadership:

  • Foster a culture of technical excellence within the team.

  • Facilitate training sessions for team members to enhance their technical skills.

  • Stay updated on industry trends and technological advancements relevant to the client operations domain.

• CRM Skills and Issue Resolution:

  • Ensure team members demonstrate proficiency in utilizing HubSpot and other CRM systems.

  • Oversee the investigation and resolution of more complex product and integration issues reported by clients.

  • Facilitate collaboration between team members and internal teams to provide comprehensive solutions.

• Communication Standards and Ownership:

  • Follow company and team guidelines and procedures for communications with minimal supervision.

  • Effectively take ownership of your role, demonstrating a proactive and self-driven approach to responsibilities.

• KPI Reporting and Metrics:

  • Report on KPIs and client operations metrics, including software adoption, response times to client tickets, and integration issues/bug fixes.

  • Analyze data trends to make informed decisions for process improvements.

• Documentation and Knowledge Management:

  • Maintain and update the team's Wiki (a library of all processes and resources).

  • Ensure that team members have access to and are utilizing updated resources.

• Team Collaboration and Positive Work Environment:

  • Contribute towards plans for team activities/meetings to create a positive work environment.

  • Actively participate in special projects as reasonably required for your job role.

• Qualifications and Training:

  • Assess and address the technical aptitude of team members, providing additional training and support as needed.

  • Encourage continuous learning and skill development among team members.

• Team Leadership and Management:

  • Maintain accurate records, including pack member specific information regarding positive and negative feedback.

  • Assist with preparation and agreement of individual action plans and targets for all team members.

  • Set an example for team members of commitment, client operations activities, work ethics, habits, and positive personal character.

  • Collaborate with the supervisor to create a work schedule that ensures all shifts are adequately covered when team members are absent.

Qualifications

• Minimum 1 year of experience in customer service, account management, or public relations (preferred, but not required).

• Minimum 1 year of leadership experience (preferred, but not required).

• Strong technical aptitude with a demonstrated ability to swiftly learn and apply technical concepts.

• Proficiency in CRM systems, particularly HubSpot.

• Analytical mindset with robust critical thinking skills.

• Excellent written and verbal communication skills.

• Inquisitive and investigative nature, demonstrating a passion for problem-solving.

• Ability to thrive in a collaborative, team-oriented environment.

• A passion for mentoring others in their career growth and development.

• Project management experience (preferred, but not required).

• Strong time management skills.