SCHEDULER / APPOINTMENT COORDINATOR

SCHEDULER / APPOINTMENT COORDINATOR
⚠️ IMPORTANT – APPLICATION REQUIREMENT
TO BE CONSIDERED FOR THIS POSITION, YOU MUST SUBMIT BOTH:

1. YOUR UPDATED CV/RESUME
2. A 1–2 MINUTE INTRODUCTORY VIDEO

APPLICATIONS WITHOUT BOTH A CV AND INTRODUCTORY VIDEO WILL NOT BE ENTERTAINED.

In your introductory video, briefly introduce yourself, share your relevant work experience, explain your scheduling or customer service experience, mention any experience working with dogs or in the pet industry, and tell us why you would be a good fit for this position.

POSITION DETAILS
Positions Available: 2
Schedule: 7-day coverage with rotating and flexible shifts

ABOUT THE ROLE
Bark and Mane is hiring two reliable, organized, and customer-focused Schedulers to manage grooming appointments, customer communication, groomer schedules, and daily route planning.

Both Schedulers will have the same core responsibilities while working different shifts to provide consistent 7-day coverage.

This is a fast-paced position requiring excellent communication, attention to detail, problem-solving skills, and the ability to manage multiple systems and priorities throughout the day.

KEY RESPONSIBILITIES
The Scheduler will manage daily grooming appointments, answer incoming calls, make outbound calls, manage customer texts, email s, voi cemail s, and Facebook messages, and process online appointment requests.

The Scheduler will review pricing and services, contact new leads regarding pricing and availability, follow up with leads and inactive customers, and help convert qualified inquiries into appointments.

The Scheduler will coordinate groomer schedules across geographic zones while considering location, traffic, travel time, appointment duration, and route efficiency. Returning clients should be matched with their preferred or previous groomer whenever possible.

The Scheduler will handle cancellations, rescheduling, appointment confirmations, schedule changes, and open appointment opportunities.

The Scheduler will also take inbound and outbound calls with groomers regarding scheduling, customer information, delays, route changes, and appointment issues.

DAILY PRIORITIES
The Scheduler must answer incoming phone calls promptly and professionally and manage ACMS texts, prioritizing cancellations and rescheduling requests.

Voi cemail s must be reviewed daily, with time-sensitive messages affecting the current day's schedule addressed immediately.

The email inbox must be reviewed, actioned, and kept organized.

Online appointment requests from existing customers must be reviewed for appropriate pricing and availability. Appointments that can be accepted should be finalized, while those requiring changes should be rescheduled and communicated to the customer.

New customer booking requests must be checked against the New Leads folder for duplicate leads. Pricing, services, breed, size, and other relevant information must be reviewed before confirming or adjusting appointments.

Incomplete online booking requests must be reviewed and followed up using the appropriate email or communication template.

Facebook and Messenger inquiries must be monitored and responded to promptly.

Appointments approximately two days in the future that have not been reconfirmed must be contacted. Confirmed appointments must be updated accordingly, and appropriate follow-up statuses must be maintained when a client does not answer.

Future appointments must be reviewed for poor routing, missing services, expired rabies information, prior cancellations, multiple reschedules, and incomplete appointment summaries.

Required scheduling conflict reports must be reviewed and corrected promptly.

Clients who have not used the service in more than two months should also be contacted for reactivation and retention.

DOG AND GROOMING KNOWLEDGE
The Scheduler must have a strong working knowledge of dogs and common dog breeds.

Candidates should be able to recognize common dog breeds and