Customer Experience Specialist

Company Description
Dogs On The Run® (DOTR) is a pet care concierge company that connects families with trusted, professional pet care providers across a wide range of services, including dog walking, pet sitting, training, transportation, boarding, and enrichment activities. Founded in 2003 and headquartered in Carlsbad, California, DOTR focuses on reliable, personalized, and professional care tailored to each family and each pet. Instead of operating as a gig marketplace, DOTR uses a concierge model, carefully matching pet parents with experienced independent professionals who meet strict standards for reliability, communication, and professionalism. The concierge team manages logistics so families can work with one trusted point of contact for multiple services. As a Certified Woman-Owned Small Business with thousands of successful service relationships, DOTR continues to expand while maintaining high-touch, personal service and a non-transactional approach to pet care.

Role Description
The Customer Experience Specialist is a full‑time, on‑site role based in Carlsbad, CA. This team member serves as a primary point of contact for pet parents and pet care providers, responding to phone calls, emails, and online inquiries with timely, clear, and empathetic communication. Day‑to‑day responsibilities include understanding client needs, gathering pet and service details, and coordinating service requests by matching families with appropriate pet care professionals within the DOTR network. The specialist will manage booking workflows, confirm schedules, update client information in internal systems, and follow up to ensure services meet DOTR’s quality and reliability standards. This role also involves troubleshooting issues, resolving concerns, documenting feedback, and collaborating with the concierge and operations teams to improve processes, client experience, and provider support.

Qualifications

Customer service and client relationship skills, including empathetic listening, clear communication, and a solutions‑focused mindset.

Organizational and administrative skills, such as scheduling, data entry, attention to detail, and managing multiple requests simultaneously.

Comfort with technology, including CRM or customer support tools, email and calendar platforms, and basic online communication systems.

Problem‑solving and conflict‑resolution abilities, with sound judgment and the capacity to remain calm and professional under pressure.

Genuine interest in and comfort around animals, with an understanding of pet care basics and the needs of pet‑owning families.

Ability to work on‑site in Carlsbad, CA, with consistent punctuality and reliability in a collaborative, small‑team environment.

Prior experience in customer support, hospitality, scheduling/dispatch, or pet care services is highly preferred.

High school diploma or equivalent required; additional education or training in customer service, business, or a related field is a plus.

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