Customer Service Sales Lead

Are you a natural relationship builder who loves both pets and people? Do you thrive on client engagement, sales, and turning leads into loyal clients?

We’re hiring a Customer Service Sales Lead to own the client journey—from first inquiry to loyal client! 

This specialized role focuses on lead outreach, lead conversion, sales, detailed communication tracking, and client education to ensure pet parents feel informed, cared for, and are excited to choose our resort. This role requires strong internal and external communication skills. This is a hybrid role as part of the host team with dedicated hours each day to execute the sales lead role. As the Sales Lead for your resort, you will champion both sales and customer service as you drive both new client acquisition and client loyalty.

What We’re Looking For: 

The ideal candidate is highly organized, motivated by goals, and love helping pet parents find the right service fit for their furry family members. 

Qualifications: 

• Passion for client care and personalized sales 
• Experience in outbound communication and sales conversion 
• Confident communicator via phone, SMS, and email
• Excellent time and task management. 
• Highly organized, detailed and efficient team with all internal and external communication 
• Sales driven mindset. Goal-oriented with a strong sense of accountability 
• Ability to work independently and with a team 
• Basic computer skills with the ability to learn software easily. 
• Passion for pets and comfort around dogs and cats 
• Driven to elevate the client experience through excellent customer service
• Punctual and reliable with flexible availability (weekends/holidays) 
• Tech-savvy enough to learn new software and systems 
• Experience in hospitality, pet care, or retail is a plus 

Responsibilities: 

• Ensure a caring and compassionate experience for our potential, new and established pet parents through clear communication, attention to detail, and accuracy in documentation.
• Exhibit genuine love and enthusiasm for pets, creating a positive and welcoming environment for our four-legged guests and their pet parents.
• Demonstrate a high level of knowledge of the services offered and resort practices. 
• Ability to suggest the best services to meet clients' needs
• Confidently make custom recommendations using suggestive selling that drive sales revenue.
• Proactively follow up with leads, demonstrating your skills as a sales professional
• Log detailed, personalized notes to support high-touch outreach 
• Own, drive, track and manage leads through the sales funnel 
• Drive conversions from trial offers to loyal clients 
• Work collaboratively with the team to ensure a cohesive and seamless experience for both pets and pet parents. 
• Support overall revenue generation communication and outreach in partnership with management 
• Celebrate wins and track progress toward sales goals 
• Answer phones, SMS, and email inquiries with professionalism and warmth 
• Manage check-ins, check-outs, and reservations accurately 
• Maintain client profiles and ensure accurate documentation 
• Conduct tours and answer new client questions
• Support membership sign-ups, package sales, and rebooking 
• Maintain a high standard of cleanliness in the reception area to support a safe and healthy environment for clients and team 

Equal Employment Opportunity

It is the policy of the company to afford equal opportunities to all applicants and employees regardless of race,

color, religion, sex, national origin, age, non-disqualifying disability or status as a disabled or Vietnam era veteran.

PetSuites is the leader of the pack in pet resorts offering exceptional services for both dogs and cats, ranging from boarding and daycare to grooming and training. Our trusted team of professionals delivers memorable experiences with personalized service in fun, convenient, and modern spaces.