Customer Service Supervisor

Are you looking for a leadership role that makes tails wag and pet parents smile? We are seeking a full time Customer Service Supervisor to guide a team of Customer Service Representatives and assist our pet parents and their furry family members!

Our Pet Resort is part of a larger company called National Veterinary Associates (“NVA”) that is made up of over 1000+ locations of veterinary hospitals and pet resorts. This is exciting as NVA has dedicated resources to growing our business and your role. The pet resorts industry is growing at a rapid pace and so is NVA. We are proud to be a part of this growing business!

At our resort, we believe in the mission of “Pet Lovers Delighting Pet Lovers” and we demonstrate this through being Playful, Passionate, Personal and Professional. A successful candidate will have at least 1 year of supervisor or equivalent experience that includes the oversight and motivation of staff members, quality assurance of the facility, and an upbeat, positive personality. Animal experience is preferred.

We are busiest on the weekends and holiday time frames so you must be available for most of these. We offer a competitive wage based on experience, employee incentives, health and dental insurance, and a fun, fast paced work environment. If you have a love of animals and are a dedicated, high energy employee with management or supervisor experience, we may have the perfect job for you.

You come to work daily with a smile on your face and are excited to help serve our pet parents and their furry friends. You’ll be in our branded gear and help run our lobby and curbside service by greeting everyone as they come in and solving whatever their need is -- check in, check out, answering questions, booking reservations and tailoring our service offerings to their needs.

Your ultimate goal is to find out how we can best serve the pet parent and provide them solutions. You’ll use one of your 15 hands to answer phones, take a dog to their destination for the day, hand out some treats or run some credit cards. You’ll not only communicate with the dog(s), but also have a lot of interaction with mom and dad.

You’ll document what you are seeing and be ready to share with your manager and the pet parent. And let’s not forget -- you’re probably going to scoop some poop, clean up some pee, go home with some fur on you and get lots of sloppy kisses!

• Must be able to handle dogs of all sizes and cats
• Must enjoy working with both people and pets
• Must have the stamina to walk energetic dogs as well as ensure our pet resort looks inviting and clean
• Must have a flexible work schedule where you can work during the week, as well as, many weekends and holiday time frames
• Must be able to follow directions and comply with processes and procedures
• Must have a keen sense of observation when observing the pets
• Must be able to perform physically demanding tasks; lift up to 50 lbs, stand for long periods
• Must have computer knowledge/quick learner
• Must have Leadership/Supervisor experience in a team oriented environment
• Excellent customer service skills, professional
• Organized, detail oriented

• Provide impeccable customer service by following our service foundation and ensure that each customer is treated with respect and dignity in order to develop and maintain strong relationships.
• Answer all incoming calls, respond to voicemails and emails.
• Make boarding reservations; book grooming, training, and temperament test appointments. Schedule daycare reservations.
• Manage cash, check, and credit card transactions and reporting/reconciling
• Gets to know clients and their pet’s names on a regular basis
• Obtain all information related to a pet’s visit; ensure accuracy of all information. This includes client information as well as pet information. Input all information into resort computer systems.
• Interact and communicate closely with other staff to ensure client and pet needs and concerns are understood and addressed.
• Have general knowledge of all services offered at site and be able to provide solutions to the clients’ needs.
• Obtain…