Lead Customer Service Representative

Destination Pet•Pittsburgh, PA

18d•$14 - $16

About The Position

Welcome to Destination Pet. We are One Pack- a 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 Pet Palace Resort —someone 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 rockstars—without 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 center— we’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 its belly rubs or brushing, our goal is simple: make pets feel at home and their humans feel at ease.

Requirements

You’re a people-person, a pet-person, and a team-person all rolled into one.
You’ve worked in customer service or retail before—and 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
You’ll be on your feet often—standing, walking, climbing stairs, wrangling leashes.
Must be able to lift 40 lbs (bags of food, pet crates, sleepy bulldogs—you know).
Availability on evenings, weekends, and holidays (pets don’t take days off).
Exposure to cleaning supplies, pet hair, and, ahem, “accidents” is part of the gig.

Responsibilities

Leading by example—setting 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 file—because 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.