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

Kennelwood Pet Resorts • Ballwin, MO

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About The Position

Kennelwood Pet Resorts is hiring a full-time Pet Care Customer Service Representative at its Mason location for a 2nd shift listed as 9:00 AM–6:00 PM. Customer Service Representatives are often the first and last people guests interact with and help make visits welcoming, organized, and easy. This is a fast-paced, people-focused role supporting pet parents with reservations, check-in, service questions, and checkout, while ensuring important pet information reaches the appropriate teams.

Previous pet-care experience is not required; Kennelwood will train the successful candidate on its systems, services, and procedures. The role requires availability across the resort’s seven-day, year-round operations. Schedules may include weekdays, early mornings, evenings, weekends, holidays, and peak occupancy periods, depending on the position and location’s needs.

This active role takes place in a working pet-care environment. Team members may work in guest-facing and operational areas, indoors and outdoors, and in varying temperatures and weather. The environment may include barking and other loud noises, animal hair and dander, water, cleaning products, animal waste, bodily fluids, and live animals. All employees may assist with cleaning and sanitation throughout the resort.

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 computer, reservation, and point-of-sale systems.
• Works well with others and follows through on responsibilities.
• Is dependable and punctual, and contributes as part of a team.
• Can stand and walk for extended periods and move regularly between guest-facing and operational areas.
• Can lift, carry, push, pull, or safely handle approximately 40 pounds and occasionally up to approximately 50 pounds, with or without reasonable accommodation.
• Can safely assist with dogs of different sizes, breeds, temperaments, and activity levels when needed.
• Can work around barking and other loud noises, animal hair and dander, water, cleaning products, animal waste, bodily fluids, and live animals.
• Can work indoors and outdoors in varying temperatures and weather conditions when assisting with pet arrivals, departures, or other responsibilities.
• Must be available as required by the schedule; schedules may include weekdays, early mornings, evenings, weekends, holidays, and peak occupancy periods.

Nice To Haves

• A high school diploma or GED is preferred but not required.
• Previous customer service, hospitality, retail, reception, administrative, or pet-care experience is preferred but not required.

Responsibilities

• Welcome pet parents and their pets, providing 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 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.
• Address 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 to help pets and guests move safely and efficiently through the resort.
• Help maintain a clean and sanitary facility, including assisting with cleaning and sanitation throughout the resort.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed