Client Engagement & Operations Coordinator

Sit Means Sit Harrisonburg
Harrisonburg, VA
Full-Time | $48,000–$55,000 per year

Tuesday through Friday Schedule (4x10) 9am-7pm

About the Role

Sit Means Sit Harrisonburg is a growing professional dog-training company looking for someone to take ownership of the client experience and day-to-day administrative operations of the business.

This is not a traditional receptionist or administrative assistant position.

We are looking for someone who enjoys being handed a problem, understanding the desired result, and figuring out how to make it happen. You should be comfortable working independently, learning new systems, improving processes, and making reasonable decisions without needing step-by-step instructions.

Initially, much of the role will involve client communication, scheduling, lead follow-up, CRM management, onboarding, and administrative coordination. As you learn the business, we want you to identify what's inefficient, fix what you can, and help build systems that allow the company to grow without adding unnecessary complexity.

For the right person, this role has significant room to grow in responsibility as the company expands.

What You'll Own

You will gradually become responsible for the administrative and client-engagement side of the business, including:

• Responding to new client inquiries quickly and professionally
• Scheduling and confirming evaluations, training appointments, and other client activities
• Ensuring every prospective client has a clear next step and appropriate follow-up
• Managing and maintaining our CRM and client records
• Coordinating new-client onboarding, paperwork, payments, reminders, and communications
• Following up with prospective clients after evaluations
• Supporting group classes, events, review requests, and ongoing client communication
• Maintaining accurate operational records and basic reporting
• Identifying repetitive or inefficient administrative work and helping improve, document, or automate it
• Creating simple processes and checklists when they are needed
• Solving routine operational problems without waiting for the owner to discover them
• Helping ensure that clients experience a responsive, organized, professional company from their first contact through completion of training

You will work directly with the owner and training team, particularly while learning how the business operates.

Who We're Looking For

The strongest candidate will be organized and detail-oriented, but organization alone isn't enough.

We're especially interested in someone who:

• Takes ownership when something needs to get done
• Is comfortable making reasonable decisions independently
• Communicates exceptionally well by phone, text, email, and in person
• Learns unfamiliar software and systems quickly
• Notices when something isn't working and tries to improve it
• Can prioritize when several things need attention at once
• Follows through without needing repeated reminders
• Is curious enough to ask good questions before solving the wrong problem
• Can work in an environment where some processes are still being built
• Enjoys helping turn a growing small business into a well-run organization

Experience in office management, operations, customer success, hospitality, veterinary or medical administration, executive support, scheduling, or another client-facing coordination role may translate well to this position.

Experience with CRM systems, automation tools, or GoHighLevel is helpful but not required. We care more about your ability to learn, troubleshoot, and take ownership than whether you already know our specific software.

Dog-training experience is not required. (Being a people lover and dog lover is!)

What Success Looks Like

As you become established in the role:

• New inquiries receive fast, professional responses.
• Leads and prospective clients don't disappear because someone forgot to follow up.
• Evaluations and appointments are scheduled and confirmed without requiring the owner to manage them.
• New clients move smoothly through paperwork, payment, scheduling, and onboarding.
• Our CRM accurately reflects what's happening in the business.
• Routine administrative work becomes documented, repeatable, and increasingly automated where appropriate.
• Problems are identified and handled before they become emergencies.
• The owner and trainers can spend substantially more time serving clients, training dogs, and growing the company instead of managing administrative details.

About Sit Means Sit Harrisonburg

Sit Means Sit Harrisonburg is a growing dog-training company serving Harrisonburg and the surrounding area.

We are building a premium local training business focused on delivering excellent results for clients while creating an organization that is responsive, professional, and well run behind the scenes.

We're still early in that growth. That means the person joining us now will have the opportunity to influence how the company operates rather than simply inheriting years of established procedures.

If you prefer being told exactly what to do every day, this probably isn't the right position.

If you enjoy understanding how a business works, taking responsibility for outcomes, improving systems, and seeing the direct impact of your work, we'd like to hear from you.

Job Type: Full-time
Pay: $48,000–$55,000 per year
Work Location: In person — Harrisonburg, VA

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• Paid time off

Application Question(s):

• You start Monday and learn that leads come into the business from several different sources. Our CRM isn't working exactly the way we want, some follow-up is still manual, and occasionally things fall through the cracks. The owner's desired outcome is simple: no qualified lead gets forgotten, and he only needs to become involved when a conversation actually requires him. What would you do during your first week?
• Tell us about a time you were given responsibility for solving a problem without being told exactly how to solve it. What was the problem, what did you do, and what happened?
• You discover an administrative task that takes approximately three hours every week and appears repetitive. Nobody has asked you to change it. What would you do?
• A client calls and is clearly frustrated. They believe we failed to meet an expectation, they're becoming increasingly upset, and you don't yet know whether the company made a mistake or whether there has been a misunderstanding.

The owner is currently unavailable.

Walk us through how you would handle the conversation and what you would do afterward.

License/Certification:

• Virginia Drivers Licence (Required)

Work Location: In person