Client Care Specialist (Former Employee), New York, NY – March 17, 2013
Pros: generous compensation, great coworkers, nice uniform.
Cons: expensive healthcare, unstable work hours, unclear pto policies.
At Biscuits and Bath a typical day at work was full of unexpected expected experiences. Working in a very high volume call center I dealt with a wide range of client care needs. I served as a human switch board at times simply transferring calls to our various locations to helping clients deal with very complex reservations that ensured the overall – more... care of their dog over an extended period of time. In addition, we maintained complex client and pet records, complex and multi-leveled billing records, pet medical records (working directly with veterinarians), making a minimum of 75 outbound sales calls while taking in over 100 inbound calls addressing a wide range of client requests. As a client care specialist I was required to focus both on client happiness and closing out the day with a minimum of $1000 in daily sales. Our client base consisted of wealthy clients that demanded the best quality of service not only for themselves but for their dogs. The management team didn't communicate internal minute changes to employees in the realm of scheduling and location coverage effectively causing a drop in morale and employee happiness. There is also a breakdown in communication between clients and client services in which services are not clearly identified causing a wide range of problems in both accounting and client expectations. The staff were overall happy and tried to keep morale as upbeat as possible while trying to meet the company minimum sales goals in order to meet the company's goal of a higher Net Promoter Score in exchange for a year end bonus. The hardest part of the job was finding the balance between client happiness and maintaining a high volume of sales. Time management is especially a challenge because as a client care specialist I had to provide support to both clients and location staff. Their was no separation between servicing the client with their needs and selling them a service. As a client care specialist I learned how important time management is and how to prioritize tasks throughout the day while always maintaining a professional and positive attitude. I enjoyed finding solutions to client issues and ending a call on a positive and constructive note. Seeing how my attention to detail resulted in not only a happy client but a happy and healthy dog made my day. – less