Full-time Pet Care Customer Service Representative - 2nd shift (9:00AM-6:00PM)

KENNELWOOD PET RESORTS•Ballwin, MO

About The Position

Kennelwood Pet Resorts is hiring a full-time Pet Care Customer Service Representative at its Mason location for a 2nd shift schedule of 9:00 AM–6:00 PM. The role is a key guest-facing position, welcoming pet parents and pets and helping ensure visits are friendly, organized, and easy. Representatives assist with reservations, check-in and checkout, service questions, and accurate communication of each pet’s care information to the appropriate teams. This is a fast-paced, people-focused role in a working pet-care environment. Kennelwood will train the successful candidate on its systems, services, and procedures; previous pet-care experience is not required. Team members are expected to support colleagues and other departments during busy periods and may assist with facility cleaning and sanitation. The team serves guests seven days a week, 365 days a year, and the stated position requires availability seven days a week, including holidays.

Requirements

Genuinely enjoys helping people and being around animals.
Communicates clearly, professionally, and respectfully.
Pays attention to detail and understands the importance of accurate information.
Can manage guests, phone calls, reservations, transactions, and changing priorities in a fast-paced environment.
Stays calm and solution-focused when handling questions or challenging situations.
Knows when to ask questions or involve a leader.
Is comfortable learning new computer, reservation, and point-of-sale systems.
Works well with others and follows through on responsibilities.
Is dependable, punctual, and ready to contribute as part of a team.
Available to work seven days a week, including holidays; schedules may include weekdays, early mornings, evenings, weekends, holidays, and peak occupancy periods.
Able to stand and walk for extended periods and move regularly between guest-facing and operational areas.
Able to lift, carry, push, pull, or safely handle approximately 40 pounds and occasionally up to approximately 50 pounds, with or without reasonable accommodation.
Comfortable working around barking and other loud noises, animal hair and dander, water, cleaning products, animal waste, bodily fluids, and live animals.
Comfortable working indoors and outdoors in varying temperatures and weather conditions when assisting with pet arrivals, departures, or other responsibilities.

Nice To Haves

High school diploma or GED.
Previous customer service, hospitality, retail, reception, administrative, or pet-care experience.

Responsibilities

Welcome pet parents and pets, creating a friendly and professional guest experience.
Answer questions about services, reservations, schedules, policies, and general service information.
Create, update, and manage reservations for boarding, grooming, training, and Doggie DayCamp.
Check pets in and out and accurately document care instructions, belongings, feeding information, medications, and service requests.
Communicate important guest and pet information to Pet Care, Grooming, Training, DayCamp, and leadership teams.
Maintain accurate guest and pet records in Kennelwood systems.
Process payments and review services and charges with guests.
Resolve routine guest questions or concerns and involve leadership when additional support is needed.
Keep guest-facing areas clean, organized, and welcoming.
Support teammates and other departments during busy periods so pets and guests move safely and efficiently through the resort.
Assist with cleaning and sanitation throughout the resort.
Safely assist with dogs of different sizes, breeds, temperaments, and activity levels when needed.