Customer Service Representative- Pet Resort

Pet Daycare & Boarding Receptionist

Position summary

The Pet Daycare & Boarding Receptionist is the first point of contact for pet parents. This role supports check-ins/outs, scheduling, client communication, payments, and daily coordination with the daycare/kennel team to ensure a smooth, safe, and welcoming experience for every guest.

Key responsibilities

Client service & front desk

• Greet clients and pets warmly; maintain a calm, professional lobby environment
• Answer phones, texts, and emails; respond promptly and accurately
• Explain services, policies, and requirements (vaccines, feeding/meds, pickup windows, late fees, etc.)
• Handle concerns with empathy and confidence; escalate issues to management when needed
  
  

Scheduling & reservations

• Schedule daycare, boarding, and evaluations/temperament tests (if applicable)
• Confirm reservations, update client/pet profiles, and document special instructions
• Manage waitlists, capacity limits, and cancellation/no-show policies
  
  

Check-in / check-out workflow

• Verify vaccines, required forms, emergency contacts, and authorized pick-up persons
• Review feeding instructions, medications, and belongings at drop-off
• Communicate notes clearly to the kennel/daycare team
• Process pick-ups, go-home instructions/report cards (if used), and billing
  
  

Payments & admin

• Collect payments, run POS transactions, and balance drawer as assigned
• Prepare daily paperwork (boarding cards, feeding/med sheets, labels)
• Maintain accurate records and follow confidentiality standards
• Support retail sales at the front (treats, toys, etc.) if applicable
  
  

Team communication & facility support

• Coordinate with kennel/daycare leads on arrivals, departures, and pet notes
• Report urgent concerns or emergencies immediately
• Keep the front desk and lobby clean, stocked, and organized
  
  

Schedule expectations

• This position requires reliable availability, including some weekends and holidays (rotating coverage).
• Shifts may vary based on occupancy, holidays, and peak seasons.
  
  

Required Skills & Qualifications

• 1 year customer service/front desk experience (pet care, hospitality, or medical office preferred)
• Strong communication and de-escalation skills in a fast-paced environment
• Basic computer skills (scheduling software, email, POS)
• Reliable, punctual, and team-oriented
• Comfortable around dogs/cats of all sizes and energy levels
  
  

Preferred Qualifications

• Experience in boarding/daycare, grooming, or veterinary settings
• Knowledge of basic pet behavior/body language
• Cash handling experience and strong attention to detail
  
  

Physical demands & working conditions

• Standing/walking for extended periods; frequent bending and reaching
• Ability to lift up to ~40 lbs (with assistance as needed)
• Exposure to noise, pet dander, cleaning products, and occasional accidents