Lead Kennel Technician / Customer Service Representative

Job Title: Lead Kennel Technician / Customer Service Representative (Lead KT / CSR Hybrid) - Kennel Coordinator

Location: Pet BnD, Albuquerque, NM

About Us: Pet BnD is a premium pet boarding and playcare facility in Albuquerque dedicated to safety and compassionate care for pets. What sets us apart is our small group play philosophy and individualized playcare approach.

Our mission is to ensure every pet feels at home while giving every pet owner complete peace of mind. We are committed to detailed health monitoring, feeding accuracy, behavior tracking, and exceptional customer communication to provide premium care every day.

Position Overview

We are seeking an experienced, dependable, and customer-focused Lead Kennel Tech / CSR Hybrid to help lead daily operations across both kennel and front desk functions.

This is a highly hands-on leadership position. You will spend your day actively working with pets, supporting clients at the front desk, coordinating daily operations, and serving as a resource for the team.

This is not a desk-based role. It involves direct animal care and kennel cleaning.

The ideal candidate leads by example, maintains high operational standards, communicates effectively, and is comfortable transitioning between animal care responsibilities and customer service throughout the day.

Responsibilities
Leadership & Operations

• Serve as the team lead for kennel and front desk operations when assigned.
• Lead by example while maintaining Pet BnD's standards for safety, cleanliness, efficiency, and customer experience.
• Assist management with opening and closing procedures.
• Help train, coach, and mentor new Kennel Technicians and Customer Service Representatives.
• Monitor workflow throughout the day and help prioritize tasks to keep operations running smoothly.
• Identify operational issues and communicate them promptly to management.
• Assist with shift coverage, task delegation, and ensuring all daily responsibilities are completed.
• Support implementation of company policies, SOPs, and safety procedures.

Animal Care

• Provide exceptional daily care for dogs and other pets boarding at the facility.
• Monitor pet health, behavior, appetite, and overall well-being, promptly reporting concerns to management.
• Administer medications according to written instructions after appropriate training.
• Ensure feeding instructions, enrichment activities, and individual care plans are followed accurately.
• Safely handle dogs of varying sizes, temperaments, and activity levels.
• Maintain accurate records regarding pet behavior, feeding, medications, and incidents.
• Help ensure all kennels, play yards, and animal care areas remain clean, sanitized, and organized.

Customer Service

• Deliver exceptional customer service during check-in, check-out, tours, phone calls, and email communications.
• Build strong relationships with clients through professionalism, empathy, and clear communication.
• Answer questions regarding boarding, daycare, training, vaccinations, and company policies.
• Assist with reservations, scheduling, client records, and payment processing.
• Resolve routine customer concerns professionally and escalate complex situations when appropriate.
• Maintain an organized, welcoming, and professional front desk environment.

Facility & Administrative Support

• Help maintain inventory and notify management of supply needs.
• Ensure accurate documentation throughout each shift.
• Assist with daily reports and communication between shifts.
• Support facility cleanliness and organization beyond assigned areas whenever needed.
• Use company communication platforms professionally, including WhatsApp, When I Work (WIW), and other approved systems.

Qualifications

• Previous experience in a kennel, daycare, veterinary clinic, grooming facility, or similar animal care environment required.
• Previous customer service experience required.
• Prior leadership, trainer, or shift lead experience strongly preferred.
• Excellent communication and interpersonal skills.
• Strong organizational and time management abilities.
• Ability to multitask while maintaining attention to detail.
• Comfortable working in a fast-paced environment with frequent task switching.
• Working knowledge of canine behavior and safe animal handling.
• Strong problem-solving and decision-making skills.
• Ability to remain calm under pressure while maintaining excellent customer service.
• Ability to lift and carry up to 50 pounds.
• Ability to work weekends, holidays, evenings, and peak seasonal periods as needed.
• Reliable attendance and punctuality.
• Excellent communication using digital platforms and company communication tools.

Preferred Qualities

The ideal candidate:

• Naturally leads by example.
• Takes ownership without waiting to be asked.
• Maintains a positive attitude during busy periods.
• Holds themselves and others accountable to company standards.
• Is highly dependable and reliable.
• Enjoys both working directly with animals and interacting with clients.
• Pays close attention to detail and follows procedures consistently.
• Demonstrates professionalism, integrity, and compassion in every interaction.

Why Join Pet BnD?

At Pet BnD, quality always comes before quantity. We believe every pet deserves individualized care, every client deserves outstanding service, and every team member plays a vital role in delivering that experience.

As a Lead KT / CSR Hybrid, you will help set the standard for excellence while continuing to work directly with pets and clients every day.

We invite highly motivated candidates to join our team at Pet BnD!

Job Types: Full-time, Part-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• On-the-job training

Application Question(s):

• Our AM shift begins at 6:00 AM. This is a required shift for this role. Please confirm that you can reliably arrive on time when scheduled.
• Weekends are busy for pet care. Weekend and holiday availability is a must. Will you be available if needed?
• Please list your availability for each day of the week, including the earliest and latest times you can work.

Ability to Commute:

• Albuquerque, NM 87107 (Required)

Work Location: In person

Salary : $16 - $18