Customer Service Supervisor

Pet Host LeadThis is a position that requires previous leadership experience, managing employees, critical thinking skills and the ability to provide exceptional customer experience to all guests.Are you a strong front desk leader who thrives in fast-paced environments, drives results, and sets the standard for exceptional service? We are seeking a Pet Host Lead to supervise and support our front desk team while delivering a polished, professional client experience. This role is ideal for someone who enjoys leading by example, coaching others, and driving both service excellence and revenue growth.NVA Pet Resorts is part of National Veterinary Associates (NVA) — the largest private owner of veterinary hospitals and pet resorts in North America, with 1,300+ locations. We're proud to be in an $8B+ industry that continues to grow as pet parents seek premium, trusted care for their furry family members.At NVA Pet Resorts, our mission is simple:Create safe, fun, and loving environments for pets while providing exceptional experiences for our clients and team members.The Pet Host Lead is the frontline service leader of the resort. You are responsible for:Supervising daily front desk operationsCoaching and supporting Pet HostsEnsuring service standards are consistently upheldDriving reservations, promotions, and membership salesManaging client concerns with professionalism and confidenceSupporting occupancy and revenue optimizationMaintaining lobby safety and presentationYou will work closely with the General Manager and leadership team to ensure strong service execution and sales performance.Leadership & OversightLead front desk operations during your shiftTrain and mentor new HostsReinforce service, sales, and documentation standardsMonitor reservation accuracy and revenue opportunitiesStep in to resolve escalated client concernsHold the team accountable to promotions and membership initiativesSales & Client GrowthConduct tours for prospective clientsConfidently explain daycare, boarding, grooming, and training servicesPromote packages, add-on services, and seasonal promotionsDrive membership sign-ups and rebookingSupport occupancy goals during peak and non-peak periodsIdentify upsell opportunities that genuinely benefit pets and pet parentsThis role requires someone who is comfortable discussing pricing, explaining value, and asking for the sale in a professional and service-focused way.Client ExperienceOversee check-in and check-out processesAnswer calls, emails, and voicemails promptlyManage waitlists during peak seasons and maximize room utilizationMaintain relationships with high-value clientsOperational ExcellenceManage and reconcile transactionsMonitor inventory for retail and lobby suppliesEnsure accurate client and pet recordsMaintain organized and hazard-free common areasCoordinate closely with pet care, grooming, and leadership teamsWhat We're Looking ForWe are seeking someone who is:Experienced in supervising or leading a team (1+ year preferred)Comfortable with sales conversations and membership promotionConfident giving tours and explaining service valueStrong in customer service and conflict resolutionDetail-oriented and organizedProfessional in both written and verbal communicationReliable — especially on weekends and holidaysYou must be able to:Work weekends and holidaysLift up to 60 lbsStand for extended periodsHandle dogs of all sizes safelyMaintain composure in high-traffic environmentsAnimal experience is plus but not required.Benefits & PerksHealth, Dental & Vision InsuranceEmployee Pet Care DiscountsTipsGrowth opportunities within NVAEqual Opportunity EmployerNVA Pet Resorts is an Equal Opportunity Employer committed to building a diverse and inclusive workplace.