Lead Customer Service Representative

Lead Customer Service Representative at Posh Paw

Welcome to Destination Pet. We are One Packa united team working together to elevate the love and lives of pet families. Our pet-obsessed professionals create a connected care network of trustworthy partners who bring creative innovation every day. We are revolutionizing the pet industry. Join us!

We're sniffing out our next Lead Customer Service Representative at Posh Pawsomeone who's part host, part handler, part operations wizard, and 100% pet-passionate.

Can you juggle ringing phones, walk-in questions, scheduling curveballs, and a team of fellow CSR rockstarswithout breaking a sweat? If you're the kind of person who naturally steps up, leads by example, and keeps things moving even when fur's flying, this role's got your name on it.

At Destination Pet, we're not just another Pet/Vet care centerwe're a community that lives to elevate the love and lives of pet families. Since 2016, we've been serving up best-in-show care from coast to coast with day care, boarding, grooming, training, veterinary services, and more. Whether it's belly rubs or brushing, our goal is simple: make pets feel at home and their humans feel at ease.

Perks & Pay:

Full Time Health Benefits, 401K and Discounted Pet Insurance

Pay starts at $17.00-$19.00/hour DOE + tips

Access your earned wages anytime with DailyPay.

Reporting To:

General Manager

What You Should Know:

• You'll be on your feet oftenstanding, walking, climbing stairs, wrangling leashes.
• Must be able to lift 40 lbs (bags of food, pet crates, sleepy bulldogsyou know).
• Availability on evenings, weekends, and holidays required (pets don't take days off).
• Exposure to cleaning supplies, pet hair, and, ahem, "accidents" is part of the gig.

What You'll Be Doing (Besides Being the Go-To for All Things Front Desk):

• Leading by examplesetting the pace, the tone, and the gold standard for customer service.
• Handling escalated client issues with empathy, clarity, and a whole lot of heart for both people and their pets.
• Touring new clients through the facility and selling the services that keep tails wagging.
• Ensuring up-to-date vaccinations are on filebecause safety first.
• Training and mentoring new CSRs so they're confident and ready to shine.
• Opening and closing the center with a checklist in one hand and a lint roller in the other.
• Managing check-ins and check-outs with efficiency and a personal touch
• Fielding phone calls, appointment questions, and last-minute boarding requests like a seasoned pro.
• Processing payments, balancing cash drawers, and keeping all the numbers neat and tidy.
• Escorting pet guests to and from their enclosures with the care of a concierge and the patience of a preschool teacher.
• Keeping the lobby clean, welcoming, and ready for first impressions and sweet reunions.
• Jumping in to support other team members whenever needed. We're all in this together.
• Other duties as assigned.

What You Bring to the Table:

• You're a people-person, a pet-person, and a team-person all rolled into one.
• You've worked in customer service or retail beforeand maybe even trained others.
• You lead with patience and presence, not pressure.
• You're cool under pressure (even when the phone is ringing and a dog's peeing).
• Multi-line phones, POS systems, and customer concerns? You've got it handled.
• You're confident stepping in when things get messy and stepping back when others are ready to grow.
• High school diploma or equivalent required.
• 1+ year in a customer service role required.

Think you've got what it takes to be the heartbeat of the front desk? If you've got the presence, the patience, and the paws-on experiencewe're ready for you!

Must have previous experience with animals. Know vaccine protocols and be able to clearly communicate with customers over the phone.

Destination Pet LLC affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled. Destination Pet LLC endeavors to make our employment website and application process accessible to all users and applicants. In doing so, we provide reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our recruitment team. At Destination Pet, we're all about creating a workplace that's bursting with diversity and inclusivity. We don't play favorites or judge folks based on skin color, religion, gender, age, disability, or any other protected characteristics. Our hiring decisions are solely based on what you can bring to the team. So, we're throwing the door wide open for all like-minded candidates who believe in celebrating and honoring diversity and inclusion. Ready to join our pack?