Lead Customer Service Representative (Career Opportunities)

Destination Pet•Colleyville, TX

12h•Onsite

About The Position

Destination Pet is seeking a Lead Customer Service Representative at Posh Paw. This role requires someone who is passionate about pets and can manage front desk operations, client interactions, and team leadership. Destination Pet is a company dedicated to providing high-quality pet care services including day care, boarding, grooming, training, and veterinary services, aiming to make pets feel at home and their owners feel at ease.

Requirements

High school diploma or equivalent required.
1+ year in a customer service role.
Must have previous experience with animals.
Know vaccine protocols and be able to clearly communicate with customers over the phone.

Nice To Haves

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.

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.
Other duties as assigned.