Are you fanatical about providing exceptional customer service?

Do you enjoy working with families in need?

Do you have an exemplary character with high integrity?

Do you have a genuine drive and desire to not only succeed but exceed your goals in a professional environment?

If this sounds like you, read on!

About Passing Paws

Passing Paws Pet Cremations is a highly recognised and multi-award-winning family business set up to support Western Australia with a caring, compassionate and professional service at an affordable price.

Focused on delivering exceptional customer service, over the years Passing Paws has been pivotal in growing the Pet Cremation industry, introducing new and innovative ideas to a market that has brought a normalisation to Pet Cremation.

It is with this philosophy in mind, that we are looking for exceptional Family Care Consultants to be part of an ever growing team and to show their ‘stand out’ capabilities to help Passing Paws continue to grow and exceed in our industry.

About the role

As a highly rewarding position, we are seeking a committed, self-driven and organised customer service consultant. Highly focused on driving relationships and delivering exceptional levels of customer service to the families that we work with.

Your overall mission will be to know our products and services inside out and recommend the best and most relative service and products to the family, specific to their requirements and budget.

• You will receive inbound calls from families wanting to make arrangements for their pet, you will walk them through our services and recommend what you feel is right for them
• Occasionally, you will meet with families at their homes and perform a consultation on the services available to them
• You will regularly meet with families in our Garden of Rest to walk them through the cremation and funeral service
• You will reassure families, show care and compassion to their situation and help them come to terms with their loss
• You will get to know the families and their pets and you will provide advice on what is the best route to help with their grief and their recovery
• You will become skilled as a master of ceremony, building funeral and cremation services for the family to organising catering, ordering and collecting flowers and collecting the families in our luxury vehicles
• You will be personally responsible for the family experience and journey with the business
• You will be provided training, but you will be expected to master your customer service approach to ensure that you are meeting KPI’s and results set by the business.
• You will call families back and organise the collection of their family pet from the home and Vets
• You will deliver personalised, highly effective, and caring customer service to the families and Veterinary Practices that you will communicate with on a daily basis.
• You will have the opportunity to work closely with these stakeholders and build a fantastic relationship that will effectively drive higher value sales and more satisfied customers.
• You will work alongside our highly effective and functioning team, you have the opportunity to make a difference in the lives of our clients.
• You will be tasked with handling both general and complex inquiries across a range of divisions and will be expected to think on your feet, making rational, educated, and effective decisions to mitigate any problems you come upon.
• Through attention to detail and active listening, you will troubleshoot or resolve all inquiries while demonstrating the highest level of customer service.

Skills & Experience

• Exceptional appearance and self-presentation
• Exceptional telephone manner and etiquette
• Demonstrated organisational and time management skills, including the ability to prioritise work, use initiative and work with minimal supervision.
• Professionally driven to provide exceptional customer service
• Calming and understanding nature
• Previous experience in a front-facing customer service role
• Empathetic and caring nature
• Sales experience and KPI focused
• Reception/data entry role requiring accurate and timely record entry, using multiple databases.
• Previous experience in the provision of administrative support to management staff.
• Demonstrated commitment to continual professional and personal development.
• Strong customer service focus and team player
• A strong work ethic

What's in it for you?

If you are looking to enter into a professional and integral role within the Australian community, with the ability to progress and achieve your career goals, this may be the role for you!

• Highly rewarding personally
• Complete Training Provided
• Career progression and continuous coaching and development

Who are you?

You believe quality customer service is paramount when dealing with customers of any calibre. You are resilient and have the ability to demonstrate this through managing complex situations.

• Previous intensive customer service experience
• Must be an Australian Citizen and at least 18 years of age, with a current C Class licence.
• You have experience working towards both individual and team KPIs
• Proficient in the use of computers and systems
• Willingness to learn and take on coaching and feedback openly
• Excellent communication skills both written and verbal
• Able to handle a high volume of phone calls and operate in a fast-paced environment

If you are keen to take on a new challenge in a well-established organisation, that truly has the ability to help families in their time of need, then apply now!