Customer Service Team Leader

Are you eager to take on a leadership role where you can make pets happy and pet parents smile? Join us as a full-time Customer Service Team Leader to guide our dedicated team of Customer Service Representatives in supporting our pet parents and their beloved furry companions! Company Overview: Our Pet Resort is part of National Veterinary Associates (NVA), which encompasses over 1000 veterinary hospitals and pet resorts. This partnership offers invaluable resources to aid in our growth and your professional development, giving you a unique opportunity in an expanding industry. Position Overview: We are committed to our mission of "Pet Lovers Delighting Pet Lovers," and embody this ethos through our playful, passionate, personal, and professional approach. We’re looking for a vibrant candidate with at least 1 year of supervisory experience, ideally with animal care, who possesses the ability to inspire and lead our team. Weekend and holiday availability is essential, as these are our peak times. We offer a competitive wage based on experience, employee incentives, health and dental insurance, and a fun, fast-paced work atmosphere. If you love animals and have proven management or supervisory skills, this role could be perfect for you! A Day in the Life: Each day, you arrive at work excited to help serve our pet parents and their furry friends. You'll help manage our lobby and curbside service, greeting everyone and addressing their needs – from check-ins and check-outs to answering questions and customizing service offerings. Your goal is to ensure the best service for our pet parents and their pets. Whether you're answering phones, escorting dogs, distributing treats, or processing payments, your communication is key. Be ready to document what you observe and share updates with your team and the pet parents. Remember, this role might also involve daily tasks like cleaning up after pets, getting a little fur on you, and enjoying lots of slobbery kisses! Team Leader Requirements: Ability to manage and handle dogs of all sizes and cats. Enjoy interacting with both clients and their pets. Physical stamina to walk active dogs and maintain an inviting, clean resort. Flexible schedule availability for weekdays, weekends, and holidays. Follow directions meticulously and adhere to all protocols. Possess keen observational skills when monitoring animal behavior. Physically capable of completing demanding tasks, including lifting up to 50 lbs and standing for extended periods. Basic computer skills; quick learner vital. Leadership experience in a collaborative environment. Exceptional customer service skills with a professional demeanor. Detail-oriented and organized. Daily Responsibilities: Deliver outstanding customer service based on our service philosophy, ensuring each customer feels respected and valued. Handle all incoming communication including phone calls, voicemails, and emails. Manage bookings for boarding, grooming, training, and daycare. Process cash, check, and credit transactions accurately. Build rapport with clients and learn their pet’s names. Ensure accurate intake of client and pet information in our systems. Collaborate closely with staff to address client and pet needs. Maintain a strong knowledge of services offered, providing tailored solutions. Collect and input pet vaccination records from veterinary offices. Assist in managing capacity effectively during busy periods. Act as a liaison between clients and veterinary contacts when needed. Initiate personalized services for top clients, securing early bookings for peak times. Address customer relations challenges promptly, adhering to our empowerment objectives. Ensure facility cleanliness and safety at all times. Notify management when inventory levels for supplies are low. Maintain all common areas in pristine condition, free from hazards. Coordinate with other departments as required. Join a Team that Values: A passion for animals and comprehensive animal care, focusing on safety and gentle handling. Exceptional customer service, building trust and addressing client needs efficiently. Open and clear communication with clients to foster lifelong relationships. The ability to multitask and maintain attention to detail in every task. Teamwork and a willingness to support other departments. A friendly and positive attitude in all interactions. Attention to detail, particularly in documentation and record-keeping. Reliability and punctuality. A flexible schedule accommodating weekends and holidays. The capability to follow directions independently. Adaptability to various working conditions, including extreme temperatures and noisy environments. A comfort level with various bodily fluids and the willingness to get hands dirty. Physical ability to manage dogs of all sizes and to lift up to 60 lbs. Other duties as assigned. Equal Opportunity Employment: NVA Pet Resorts is committed to diversity and is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable laws. Work Schedule: Availability during weekends. Monday through Friday shifts. Availability during holidays. Supplemental Pay: Tips. Benefits: Paid time off. Health, dental, and vision insurance. 401(k) plan. Life and disability insurance. Paid training. Employee discounts.

Created: 2026-03-10