Lead Customer Service Representative (Career Opportunities)

Destination Pet, LLC•Whitestown, IN

1d•$15 - $17•Onsite

About The Position

Destination Pet is seeking a Lead Customer Service Representative who is passionate about pets and excels in a fast-paced environment. This role involves managing front desk operations, leading a team of CSRs, and ensuring exceptional customer service for pet families. Destination Pet is a national network of pet-obsessed professionals dedicated to elevating the love and lives of pet families through total pet care, offering services like day care, boarding, grooming, training, and veterinary services.

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 required.

Nice To Haves

Previous combined CS and Kennel experience preferred.

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.
Training and mentoring new CSRs.
Opening and closing the center.
Managing check-ins and check-outs with efficiency and a personal touch.
Fielding phone calls, appointment questions, and last-minute boarding requests.
Processing payments, balancing cash drawers, and keeping all the numbers neat and tidy.
Escorting pet guests to and from their enclosures.
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.