Customer Service Representative

Job Title: Customer Service Representative

Department: Customer Services

Reports to: General Manager

Effective Date: January 2025

FLSA Classification: Non‑Exempt

Job Summary: The Customers Services Representative (CSR) will assist customers with purchasing services and merchandise. This role is pivotal to the education of customers on the services and packages offered by PUPS Pet Club. With a thorough understanding of PUPS offerings, and with a focus on excellent customer service, MSRs will assist customers in person, on the phones, and through email communication.

• Greeting and interacting with customers and PUPS Members in person, through digital communication, and over the phone.
• Consulting with customers and Members to understand their needs and preferences; advising and offering PUPS services and merchandise to meet and exceed their needs.
• Proactively and professionally resolving customer and Member concerns; ensuring client satisfaction while maintaining business integrity.
• Maintaining schedule and reservation system; managing and booking reservations for grooming, training, daycare appointments.
• Collecting and processing payments using the store point of sale system.
• Assisting Pet Care Team; performing Daycare Attendant duties as assigned or as necessary.
• Adhering to all pet and human safety protocols at all times.
• Communicating effectively with PUPS Members and Club Team Members.
• Professionally and positively representing PUPS by conducting yourself in a manner that is in the best interest of PUPS Pet Club, PUPS Members, and Club Team Members.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Excellent verbal and written communication skills; utilizing active listening and effective communication techniques.
• Excellent interpersonal and customer service skills.
• Ability to demonstrate knowledge‑based customer service skills; utilizing various sales techniques.
• Proficiency with using office and sales equipment (phones, computers, printers, point of sale, reservation software).
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well independently and at times stressful environment.

• High school diploma or GED.
• 1 to 3 years of sales, retail, or customer service experience preferred.
• Basic computer skills including a point‑of‑sale (POS) system preferred.

• Stand and/or walk for up to 6 hours without a break.
• Kneel, bend, squat, and twist their body.
• Repetitively complete hand and arm movements; reach, grab, pull, and push objects.
• Perform duties in an environment with loud sounds from animals and smells from pet waste and cleaning chemicals.
• Lift up to 50lbs with or without assistance.

• Pay range is $17.00-$21.00/hr
• PTO & Sick Time (team members can accrue up to 40 hours of Sick Time per year)
• Paid Holidays
• Comprehensive Medical, Dental & Vision
• Pet Insurance
• Supplemental Insurance
• Generous 401k Match
• Pet Perks