CUSTOMER SERVICE REPRESENTATIVE – FRONT DESK

CUSTOMER SERVICE REPRESENTATIVE – FRONT DESK

Department: Front Desk / Customer Service
Position Type: Part-Time
Pay Rate: $17.05–$19.00 per hour
Reports To: Front Desk Manager / General Manager

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.

The following list outlines the key duties and responsibilities required to maintain company standards. Other duties may be assigned as needed.

RESPONSIBILITIES AND DUTIES

Customer Service & Inbound Calls

• 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.

Outbound Customer Calls

• Perform assigned outbound calls, including confirmations, welcome-back calls, vaccination verifications, and service follow-ups.

Scheduling & Customer Accounts

• 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.

Check-In & Check-Out

• 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.

Facility Tours

• Conduct facility tours using approved routes and safety procedures to highlight amenities and educate prospective clients.

Sales & Customer Retention

• Build positive client relationships, promote services and packages, and follow up with prospective clients to support retention and sales goals.

Administrative & Tracking Responsibilities

• Maintain accurate entries in Gingr and other tracking systems while following standard cash-handling, reporting, and accounting procedures.

Front Desk & Facility Support

• 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.

POSITION QUALIFICATIONS

Competency Statements

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.

Education & Experience

• High school diploma or equivalent preferred.
• Previous experience in customer service, hospitality, retail, sales, veterinary services, grooming, or daycare environments preferred.

Computer & Technical Skills

• 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 Requirements

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.

Compensation

$17.05–$19.00 per hour

This is a part-time, hourly position. Additional benefits, perks, or employee discounts are subject to company policy and eligibility requirements.

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.
• Lifting or carrying pet supplies and maintaining awareness of animal activity throughout the facility.

Reasonable Accommodations Statement

To perform this position successfully, an individual must be able to complete each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.