CUSTOMER SERVICE REPRESENTATIVE – FRONT DESK

Position Summary

The Customer Service Representative (CSR) is the welcoming face and voice of Pet Care Plus. This position delivers exceptional customer service to ensure a Safe, Happy, & Healthy experience from initial contact through check-in, pick-up, and follow-up. The CSR assists clients with inquiries, scheduling, check-in and check-out, tours, account updates, and service recommendations. This role schedules daycare, grooming/bathing, training, and Board & Train services but does not manage standard boarding reservations unless directed by management. Other duties may be assigned as needed.

Responsibilities

• Enthusiastically answer incoming calls, respond to client inquiries, and maintain complete customer records.
• Provide accurate information about Pet Care Plus services, policies, and pricing to help clients select appropriate services.
• Schedule approved services—including daycare, grooming/bathing, training, and Board & Train—according to availability. Do not manage standard boarding reservations unless directed by management.
• Confidently recommend and upsell appropriate services and packages, including daycare activities, grooming, dog training, Board & Train, and approved add-ons.
• Handle customer questions and concerns professionally, escalating matters to management when necessary.
• Perform assigned outbound calls, including confirmations, welcome-back calls, vaccination verifications, and service follow-ups.
• Accurately schedule eligible services, verify client and pet information, and update account notes, including feeding and medication instructions.
• Verify required vaccination records and communicate missing or expired information according to company policy.
• Complete check-in and check-out processes efficiently, verifying pet information, care instructions, and service fees.
• Process payments accurately and consistently deliver a 5-Star Customer Experience.
• Conduct facility tours using approved routes and safety procedures to highlight amenities and educate prospective clients.
• Build positive client relationships, promote services and packages, and follow up with prospective clients to support retention and sales goals.
• Maintain accurate entries in Gingr and other tracking systems while following standard cash-handling, reporting, and accounting procedures.
• Maintain a clean, organized, and presentable lobby and front-desk area.
• Assist with customer-engagement activities, including pet photos and community events, while following all animal-safety protocols.

Qualifications

• Customer Service & Communication: Demonstrates strong interpersonal, verbal, and written communication skills with a positive, professional demeanor.
• Organization & Adaptability: Ability to multitask, remain flexible, and manage fast-paced operations with close attention to detail.
• Teamwork & Accountability: Collaborates effectively across departments and takes ownership of assigned responsibilities.
• Pet Care Awareness: Comfortable interacting with dogs and able to follow established safety and animal-handling procedures.
• High school diploma or equivalent preferred.
• Previous experience in customer service, hospitality, retail, sales, veterinary services, grooming, or daycare environments preferred.
• Proficiency in, or the ability to quickly learn, Gingr, multiline phone systems, and basic office applications while maintaining a high level of data-entry accuracy.

Schedule

This is a part-time position. Candidates must be available to work a flexible schedule that may include weekdays, weekends, early or late shifts, and holidays based on business needs.

Pay

$17.05–$19.00 per hour. This is a part-time, hourly position.

Physical Requirements

The Customer Service Representative position requires the ability to work in an active pet-care environment and may include standing, walking, sitting, bending, and reaching for extended periods, as well as lifting or carrying pet supplies and maintaining awareness of animal activity throughout the facility. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.