Customer Service Representative at Luxury Pet Hotel

Title: Customer Service Representative

Reports to: General Manager / Resort Owner

Customer Service Representative

The Customer Service Representative is responsible for providing every client with a “wow experience”. As a CSR, you are the face of the company. The CSR’s purpose is to make every person and dog that walks in feel comfortable, confident, and like a VIP. They are also entrusted to ensure the mission and values are protected and upheld. 

Essential Job Functions:

• Fluent in Microsoft Office and well-versed in computer usage

• Willing/able to learn new computer programs easily

• Very customer service-oriented

• Able to use down time effectively

• Greets all customers coming into the building

• Performs Check In/Check Out and reservation procedures in the POS system

• Accepts payment from customers

• Takes custody of pets and makes sure they are properly placed in the building

• Answers telephone inquiries 

• Works closely with owner in charge to handle small office tasks 

• Provides tours of the facility to potential customers when necessary 

• Responsible for feeding and medicating of all dogs

• Provides personal playtimes for dogs when such a service is requested

• Takes dogs outside for elimination breaks

• Performs body checks on to search for pre-existing conditions and/or injuries

• Has the ability to perform the following tasks at the request of the General Manager/Owner

  • Sanitation of all boarding and daycare accommodations

  • Monitoring Daycare

  • Bathing

QUALIFICATIONS:

Job Requirements:

• Must complete K9 Resorts Certification Program for a Customer Service Representative

• Customer service-oriented

Education and Experience:

• High School diploma or equivalent 

• Previous experience is preferred but not required

• Some weekend and holiday hours are required

(CSR continued)

Technical Skills:

• Computer skills including knowledge of Microsoft Windows.

• Proficient written and spoken communication skills.

Personal Characteristics:

• Must be able to communicate with all types of people, remain calm, mediate and problem solve

• Must be of moral and ethical character

• High level of emotional intelligence

• Salesmanship personality and comfort 

• Ability to multitask

• Strong ability to adapt to change and support company directives

• A Can-Do - It is my job attitude

• Outgoing, positive, enthusiastic personality

• Must demonstrate a love for dogs

• Well-organized and efficient

The above statements are intended to describe the general nature and level of work being performed by the employee assigned this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.