SMILEDOG YOUR RECEPTIONIST

Smiledog, a great customer experience at Hello.

Our Company Values:

• Smiling - Choose Happy
  We believe that smiles are contagious, give a smile to get a smile.
• Professional - Do Great Work
  We're always looking for better, smarter ways to get our work done.
• Awesome - Wow everyone
  "It made a difference to that one" is our philosophy.

Purpose:
At Smiledog, we are about creating exceptional human connections for our clients with their customers. The purpose of the role of the Smiledog Receptionist is to ensure that every interaction with callers is professional, smiling, and awesome to create our Starfish moments.

Key Responsibilities:

• Mastering Phone Etiquette:
  • Ensure every caller has a great experience with us.
  • Answer calls with a smile and friendly demeanor, aiming to create a positive experience.
  • Provide warm greetings and effective listening.
  • Handle each call as if you are an extension of our client's team.
  • Recognize opportunities for Starfish moments by exceeding expectations.
• Uphold Call Integrity:
  • Giving service to callers according to the client's service standards/culture.
  • Ability to communicate professionally and effectively with clients by email (messages, etc.).
  • Ensure effective response times with no calls left unanswered.
  • Be conscientious of caller's time by promptly addressing queries or issues.
  • Be a proactive problem solver, always seeking solutions.
  • Uphold training mandates to know enough about the client to answer questions properly.
  • Listen effectively and repeat back to ensure clarity and accuracy.
  • Seek answers if unsure, ensuring a resolution for the caller.
• Client-Centric Approach:
  • Familiarize yourself with clients' files to understand their businesses.
  • Communicate as if part of the client's team, demonstrating professionalism.
  • Handle client communication via email with proficiency and tact.
  • Embrace feedback from clients and internal stakeholders for service improvement.
  • Uphold client service standards and culture in every interaction.
  • Offer respectful and helpful assistance to support client growth.
• Embodiment of Smiledog Culture:
  • Foster teamwork by supporting colleagues and maintaining a positive attitude.
  • Uphold a professional and tidy workspace, reflecting our brand internally.
  • Participate in team activities, training, and events to enhance camaraderie.
  • Actively engage in onboarding new team members, facilitating their integration.
  • Demonstrate respect and patience in communication with teammates and clients.
  • Utilize Smiledog's engagement platform to recognize achievements and Starfish moments.

Qualifications and Key Traits:

• Phone, customer service, or related experience is an asset.
• Ability to multitask and proactively solve problems.
• Satisfaction from delivering exceptional customer service.
• Patient, empathetic, and a great communicator.
• Willingness to learn and adapt, especially under pressure.
• Comfortable with technology and maintaining a professional demeanor.
• A team player with a constant desire for personal and collective growth.
• Respectful, supportive, and committed to upholding company standards.