Lead Customer Service Representative (Career Opportunity)

Destination Pet, LLC•Cary, NC

2d•$15 - $16•Onsite

About The Position

Destination Pet is hiring a Lead Customer Service Representative at Pet Palace Cary. The role leads front-desk customer service operations in a pet-care facility, serving clients and their pets while supporting and mentoring the customer service team. The position includes handling inquiries and scheduling, assisting with facility tours and service sales, managing pet arrivals and departures, and helping maintain a clean and welcoming lobby. The role reports to the General Manager and requires availability on evenings, weekends, and holidays. Pay starts at $15–$16 per hour, depending on experience, plus tips.

Requirements

High school diploma or equivalent.
At least 1 year of experience in a customer service role.
Experience in customer service or retail; experience training others may be helpful.
Ability to use multi-line phones and POS systems and address customer concerns.
Availability to work evenings, weekends, and holidays.
Ability to stand, walk, climb stairs, and lift up to 40 pounds.
Ability to work around cleaning supplies, pet hair, and animal accidents.

Responsibilities

Lead by example and set customer-service standards for the team.
Handle escalated client issues with empathy and clarity.
Tour prospective clients through the facility and sell services.
Ensure current vaccination records are on file.
Train and mentor new customer service representatives.
Open and close the center using checklists.
Manage pet check-ins and check-outs.
Answer phone calls and appointment questions, and handle last-minute boarding requests.
Process payments and balance cash drawers.
Escort pets to and from their enclosures.
Keep the lobby clean and welcoming.
Support other team members as needed.
Perform other duties as assigned.