Lead Customer Service Representative

Lead Customer Service Representative – Pet Palace Fishers

Destination Pet is a national network of pet‑care professionals dedicated to elevating the love and lives of pet families.

• Lead by example—set pace, tone, and gold standard for customer service.
• Handle escalated client issues with empathy, clarity, and heart for both people and their pets.
• Tour new clients through the facility and sell services that keep tails wagging.
• Ensure up‑to‑date vaccinations are on file.
• Train and mentor new CSRs so they’re confident and ready to shine.
• Open and close the center with a checklist.
• Manage check‑ins and check‑outs with efficiency and personal touch.
• Field phone calls, appointment questions, and last‑minute boarding requests.
• Process payments, balance cash drawers, and keep numbers neat.
• Escort pet guests to and from enclosures with care.
• Keep the lobby clean, welcoming, and ready for first impressions.
• Jump in to support other team members as needed.
• Perform other duties as assigned.

• High school diploma or equivalent required.
• 1+ year of customer service or retail experience required.
• Experience training others is a plus.
• Comfort handling multi‑line phones, POS systems, and customer concerns.
• Ability to stay calm under pressure.
• Physical ability to lift 40 lbs and stand, walk, climb stairs.
• Availability evenings, weekends, holidays.
• Pet ownership or passion for pets.

Telehealth, 401k, and pet insurance. Pay starts at $15/hour DOE + tips. Reporting to General Manager.

Destination Pet LLC affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled.
Destination Pet LLC endeavors to make our employment website and application process accessible to all users and applicants. In doing so, we provide reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our recruitment team.
At Destination Pet, we're all about creating a workplace that's bursting with diversity and inclusivity. We don't play favorites or judge folks based on skin color, religion, gender, age, disability, or any other protected characteristics. Our hiring decisions are solely based on what you can bring to the team. So, we're throwing the door wide open for all like‑minded candidates who believe in celebrating and honoring diversity and inclusion.