Customer Service Rep

Position Overview

Are you looking for a role that combines customer service with wagging tails and cuddles? We are seeking a Part-Time Customer Service Representative – internally known as a Pet Host – to serve pet parents and their furry family members. In this role, you will greet guests, manage check-ins and check-outs, schedule reservations, and ensure every interaction reflects our mission, Pet Lovers Delighting Pet Lovers. Join our growing team at Doggie District Pet Resort & Training Center, part of National Veterinary Associates (NVA), and help deliver exceptional care in a fast-paced, fun environment.

Key Responsibilities

• Provide impeccable customer service following our service foundation to build strong relationships.
• Answer incoming calls, respond to voicemails and emails.
• Make boarding, grooming, training, and daycare reservations.
• Manage cash, check, and credit card transactions including reporting and reconciling.
• Personalize service by getting to know clients and their pet’s names.
• Document pet visit details and input accurate information into resort computer systems.
• Collaborate closely with team members and consult with other departments to ensure client and pet needs are met.
• Obtain vaccination records from veterinary offices and manage digital records accordingly.
• Assist in managing waitlists during peak periods and maximize room utilization.
• Act as liaison between veterinarians and customers/emergency contacts in critical situations.
• Initiate “white glove” treatment for premium customers by proactively securing reservations.
• Promptly troubleshoot and resolve any customer relation issues in line with our empowerment goals.
• Ensure the facility meets cleanliness and safety standards, including common areas and lobby.
• Notify management when inventory levels for retail, cleaning products, or office supplies are low.

Required Qualifications

• Excellent customer service skills with strong written and verbal communication.
• Passion for animals and a commitment to delivering gentle, safe care.
• Ability to multitask and work efficiently in a fast-paced service environment.
• Strong attention to detail, especially in handling documentation and computer systems (e.g., Microsoft Office).
• Reliable, punctual, and flexible to work schedules including holidays and weekends.
• Physically able to handle dogs of all sizes and lift up to 60 lbs.
• Ability to work in diverse environments, including outdoor or noisy areas, and under varying temperature conditions.

Preferred Qualifications

• Prior experience in a pet care or hospitality environment.
• Familiarity with animal behavior and gentle handling best practices.

Benefits & Perks

• Opportunity to work with a nationally recognized brand, National Veterinary Associates (NVA), and award-winning facilities.
• Competitive Compensation (based on experience) and benefits including branded gear and growth opportunities.
• Collaborative and supportive team environment.
• Exposure to a fast-growing pet resort industry with potential for career advancement.