Customer Care Specialist

Position Summary

The Customer Care Specialist (CCS) is the face of Canine Country Club and serves as the first and last impression for every client and their pet. This role combines exceptional customer service with operational leadership, ensuring the front desk, daycare, boarding, and grooming departments work together seamlessly each day.

As a Customer Care Specialist, you will lead daily front desk operations, oversee the flow of appointments and services, create daycare playgroup lists, coordinate grooming schedules, verify vaccination requirements, administer vaccinations as directed by company policy and veterinary protocols, maintain accurate records, and provide an exceptional experience for every guest. This position requires outstanding organization, attention to detail, leadership, and a genuine passion for pets and their families.

Essential ResponsibilitiesCustomer Service Excellence

• Welcome every client and dog with warmth, professionalism, and enthusiasm.
• Build lasting relationships with clients by providing knowledgeable, personalized service.
• Answer phones using the company greeting and respond promptly to calls, emails, and voicemails.
• Assist clients with booking software, suite cameras, reservations, packages, and account questions.
• Resolve customer concerns professionally and escalate issues to management when appropriate.
• Educate clients on daycare, boarding, grooming, training, packages, and additional services.
• Recommend services and add-ons that enhance each pet's experience.

Front Desk & Administrative Operations

• Check dogs in and out accurately using booking software.
• Create new client accounts and ensure all required agreements and documentation are completed prior to admission.
• Verify vaccination records, upload documentation, maintain compliance with facility and state requirements, and administer vaccinations in accordance with company policy and veterinary direction.
• Schedule daycare, boarding, grooming, training, evaluations, and additional services.
• Process payments, packages, refunds, and daily transactions accurately.
• Maintain accurate pet profiles, feeding instructions, medications, behavior notes, and client communications.
• Monitor boarding occupancy, daycare capacity, and waiting lists.
• Prepare boarding paperwork, cubby sheets, grooming schedules, and daily service logs.
• Maintain complete and accurate documentation for all services performed.

Daily Operations & Shift Leadership

• Lead the daily front-of-house operation and help coordinate workflow between Customer Care, Daycare, Boarding, and Grooming teams.
• Serve as the primary point of communication for the shift and assist team members with operational questions and priorities.
• Create daily daycare playgroup rosters.
• Prepare end-of-day operational lists.
• Coordinate grooming appointments and ensure groomers have complete and accurate service information.
• Monitor appointment schedules and staffing needs throughout the day.
• Ensure all pets are accurately checked in and out before entering or leaving the facility.

Pet Care Support

• Assist the daycare team by safely moving dogs throughout the facility and supervising playgroups when needed.
• Set up boarding accommodations for arriving guests and prepare kennels for departures.
• Assist with meal preparation and medication administration according to documented instructions.
• Monitor pets for signs of illness, injury, or behavioral concerns and communicate observations promptly.
• Safely handle dogs of all breeds, sizes, and temperaments.

Grooming Services

• Perform grooming services including:
• Baths
• Deshedding treatments
• Nail trimming and nail dremeling
• Ear cleaning
• Teeth brushing
• Safely restrain and handle dogs during grooming procedures.
• Maintain a clean, sanitized, and organized grooming workspace.
• Ensure all scheduled grooming services are completed accurately before the end of each day.

Facility Presentation & Safety

• Maintain a clean, welcoming, and organized lobby throughout the day.
• Complete scheduled cleaning of the reception area, windows, floors, and customer spaces.
• Perform hourly facility walkthroughs to ensure cleanliness, safety, and operational readiness.
• Assist with laundry and organization throughout the facility.
• Follow all radio communication procedures and emergency protocols.
• Ensure company safety standards and sanitation procedures are consistently maintained.

Qualifications

• Previous experience in customer service, hospitality, veterinary medicine, pet care, or a related field preferred.
• Leadership experience or demonstrated ability to coordinate daily operations.
• Exceptional communication and interpersonal skills.
• Strong organizational skills with excellent attention to detail.
• Comfortable working in a fast-paced, multitasking environment.
• Experience handling dogs of various breeds, sizes, and temperaments.
• Comfortable administering medications according to company policies and veterinary guidance.
• Strong cash handling and point-of-sale experience.

Physical Requirements

• Lift and carry up to 50 pounds independently.
• Stand, walk, bend, kneel, and move throughout the facility for extended periods.
• Safely handle active dogs of all sizes and energy levels.
• Work comfortably around pet hair, cleaning products, noise, and occasional outdoor conditions.

What We're Looking For

Our ideal Customer Care Specialist is a confident leader who enjoys building relationships with both people and pets. They are highly organized, solution-oriented, dependable, and capable of balancing exceptional customer service with the operational demands of a busy pet care facility. They take initiative, communicate effectively, support their teammates, and help ensure every guest receives the outstanding experience that defines Canine Country Club.

At Canine Country Club, we believe every interaction matters. As a Customer Care Specialist, you'll help create a welcoming environment where clients feel confident, dogs feel loved, and our team works together to deliver exceptional care every day.

Pay: $15.00 - $16.50 per hour

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person

Salary : $15 - $17