Lead Customer Service Representative

Village Pet Care LLC • Charlotte, NC

3h

About The Position

At Lucky Dog Bark & Brew Steele Creek, we’re looking for a confident, compassionate Lead Customer Service Representative to lead our front-of-house team and ensure all clients and their furry family members have exceptional experiences from the entire team to maintain Village Pet's high standard of care.

As a Lead Customer Service Representative, you’ll serve as both a leader and an active team member, leading by example at the front desk, supporting daily operations, and ensuring clear communication between clients and our back-of-house teams. You’ll help guide, coach, mold, and support the front desk team while maintaining a warm, welcoming environment for every pet and pet parent.

Requirements

• Strong Communication Skills: Professional, friendly verbal and written communication with excellent grammar and clarity
• Leadership Mindset: Ability to guide, motivate, and support a team while leading by example
• Customer Service Experience: Prior customer service experience required; supervisory experience preferred
• Team Player: Collaborative and supportive approach across departments
• Flexibility: Willingness to work evenings, weekends, and holidays as needed
• Organization & Attention to Detail: Strong ability to manage multiple priorities in a fast-paced environment
• Physical Stamina: Comfortable handling dogs of all sizes and staying active throughout shifts
• Animal Lover: A genuine passion for animals is a must!

Responsibilities

• Model exceptional customer service by warmly greeting pets and their humans
• Provide guidance, coaching, and support to Customer Service Representatives throughout their shifts
• Assist with onboarding and training of new front desk team members
• Help ensure front-desk coverage and smooth shift transitions
• Ensure full transparency with your direct supervisor of your teams wins and losses each week. Providing them with goals, needs, and plans for the next week
• The front on house should always be tour ready. Ensure all team members do their part to maintain that level of cleanliness
• Provide direct supervisor with all supply needs in a timely manner to ensure necessities never run out
• Monitor all reports, spot check work, use all tools provided to you to ensure you team is following company's standards throughout front desk protocols to achieve highest levels of customer satisfaction
• Answer phone calls and emails professionally and positively. Ensure team follows through
• Provide clear information about our boarding, grooming, and daycare services to new hires and each client. Ensure all staff knows all updates and best of practices that are put into place in a timely matter
• Address client questions or concerns with empathy and problem-solving skills. Being the first line of defense. Stepping in when needed to diffuse situations that might be headed in the wrong direction. While coaching the team steps to take to avoid same issue from occurring again.
• Support resolution of customer service issues and escalate concerns quickly and appropriately if needed
• Schedule appointments and manage reservations efficiently. While ensure the team is utilizing best practices to ensure the facility's capacity is used in the best way possible
• Assist with daily scheduling needs and troubleshoot conflicts as they arise
• Ensure accurate booking across daycare, boarding, and grooming services.
• Ensure all clients making a reservation are educated on requirements to stay at facility.
• Help plan weekly seasonal events, coach team to ensure all customers are given the option to add it on to their reservation. That the team is using multiple selling strategies to optimize the amount of participants
• Oversee smooth check-ins and check-outs for daycare, boarding, and grooming building solid relationships
• Ensure pets have required documentation and information for their stay and that follows the Ag Department rules and regulations.
• Support staff during busy periods to maintain flow and organization
• Contact veterinarians to obtain vaccine records and required pet information. Coach team to go the extra mile for our clients.
• Maintain accurate client and pet profiles in our kennel management software
• Ensure notes, alerts, and special instructions are clearly documented and communicated
• Act as a liaison between customer service, grooming, and Animal Care Technicians
• Communicate pet needs, instructions, and schedule changes clearly and promptly
• Escort dogs to play areas, kennels, grooming, or other destinations as needed all while ensuring back of house knows all notes on animals
• Assist with handling dogs/cats of all sizes safely and confidently
• Ensure safety when handling any animal is followed
• Maintain cleanliness and organization of the front office
• Ensure daily cleaning tasks are completed (vacuuming, mopping, wiping surfaces, windows) Set expectations on days off
• Represent the resort professionally through appearance, attitude, and attention to detail

Benefits

• Discounted daycare and boarding for your own dog
• Additional benefits for full-time employees, including medical, vision, and dental plans, and a 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed