Lead Customer Service Representative (Career Opportunity)

Destination Pet • Cary, NC

1d • Onsite

About The Position

Destination Pet is hiring a Lead Customer Service Representative at Pet Palace Cary. The role leads by example at the front desk, provides excellent service to clients and their pets, and helps keep center operations running smoothly. The representative supports and mentors customer service representatives, handles client concerns, and assists with daily tasks including scheduling, check-ins and check-outs, payments, facility tours, and pet guest transfers.

The position requires frequent standing and walking, including climbing stairs, and lifting up to 40 pounds. Work involves exposure to cleaning supplies, pet hair, and animal accidents. Evening, weekend, and holiday availability is required.

Requirements

• High school diploma or equivalent.
• At least 1 year of experience in a customer service role.
• Previous customer service or retail experience.
• Ability to use multi-line phones and POS systems and address customer concerns.
• Ability to stand and walk frequently and climb stairs.
• Ability to lift 40 pounds.
• Availability to work evenings, weekends, and holidays.

Nice To Haves

• Experience training others.

Responsibilities

• Lead by example and set standards for customer service.
• Handle escalated client issues with empathy and clarity.
• Tour prospective clients through the facility and sell services.
• Ensure client pets' vaccination records are up to date.
• 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 handle appointment questions and boarding requests.
• Process payments and balance cash drawers.
• Escort pet guests to and from their enclosures.
• Keep the lobby clean and welcoming.
• Support other team members as needed.
• Perform other duties as assigned.

Benefits

• Health benefits for full-time employees.
• 401(k).
• Discounted pet insurance.
• Tips.
• Access to earned wages through DailyPay.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED