Customer Service Representative

Job Description

Job Description

Benefits :

401(k)

Employee discounts

Flexible schedule

Opportunity for advancement

Training & development

Company Details

At K9 Resorts, we are committed to providing the ultimate luxury experience for dogs and peace of mind for their owners. Our award-winning pet care facilities offer a safe, clean, and stress-free environment where dogs can enjoy premium accommodations, including spacious suites, world-class grooming services, and professional training. We pride ourselves on delivering exceptional customer service and maintaining the highest standards of pet care, ensuring that every dog feels right at home while their owners are away. Join our passionate team of animal lovers dedicated to making K9 Resorts the best place for dogs to stay, play, and thrive.

Role Outline

The Customer Service Representative (CSR) is the face of the company and plays a pivotal role in creating an exceptional experience for every client and their dog. The primary responsibility of the CSR is to deliver a "wow experience" by ensuring that every person and dog who enters the facility feels welcomed, comfortable, and valued. The CSR is also entrusted with upholding the companys mission and values, ensuring that these principles are reflected in every interaction.

Duties and Responsibilities

Customer Experience :

• Provide each client with a memorable and positive experience, ensuring they feel like a VIP from the moment they walk in.
• Greet clients and their dogs warmly, ensuring they feel comfortable and confident in the services provided.
• Check-In / Check-Out Procedures : Manage the check-in / check-out process and reservations using the POS system.
• Payment Processing : Accept payments from customers accurately and efficiently.
• Facility Tours : Provide tours of the facility to potential customers when necessary.
• Telephone Inquiries : Answer customer inquiries via telephone in a courteous and informative manner.
• Customer Satisfaction : Strive to exceed client expectations in every interaction, ensuring a high level of customer satisfaction. Address any client issues or concerns promptly, ensuring that they are resolved to the clients satisfaction.

Brand Representation :

• Serve as the face of the company, embodying its values and mission in every interaction with clients and their pets.
• Uphold and protect the companys mission and values, ensuring that they are consistently reflected in customer service.
• Mission Alignment : Uphold and achieve the mission and goals of K9 Resorts, ensuring all guests are cared for in line with company standards.

Communication :

• Clearly and effectively communicate with clients, addressing their needs, questions, and concerns with professionalism and care.
• Ensure that all client interactions are handled in a manner that fosters trust and satisfaction.

Pet Care Responsibilities :

• Pet Custody and Placement : Take custody of pets upon arrival and ensure they are properly placed within the facility.
• Feeding and Medication : Responsible for feeding and medicating all dogs as required.
• Personal Playtimes and Breaks : Provide personal playtimes for dogs upon request and take dogs outside for elimination breaks.
• Health Checks : Perform body checks on pets to identify any pre-existing conditions or injuries.

Facility, Operational and Task Responsibilities :

• Sanitation and Cleanliness : Perform sanitation duties for the lobby, boarding, and daycare areas to maintain a clean environment.
• Daycare Monitoring : Monitor the daycare area to ensure the safety and well-being of all dogs.
• Bathing : Provide bathing services to pets as needed.
• Administrative Support : Assist with small office tasks, working closely with the manager in charge.
• Use of Downtime : Effectively utilize downtime by performing necessary tasks and maintaining the facility.

Skills and Requirements

Education and Experience :

• High School diploma or equivalent
• Previous experience is preferred but not required
• Some weekend and holiday hours are required

Job Requirement :

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

Technical Skills :

• Computer skills including knowledge of Microsoft Windows.
• Proficient written and spoken communication skills.

Personal Characteristics :

• Effective Communication and Problem-Solving
• Integrity and Emotional Intelligence
• Sales and Adaptability
• Positive and Proactive Attitude
• Passion for Dogs
• Organizational Skills

Physical Demands

• Climbing, stooping, kneeling, crouching, reaching : Ascending or descending ladders, stairs, and the like, using feet and legs and / or hands and arms. Body agility is emphasized. Bending body downward and forward by bending spine at the waist. Bending legs at knee to come to a rest on knee or knees. Bending the body downward and forward by bending leg and spine. Extending hand(s) and arm(s) in any direction.
• Standing : Required for sustained periods of time.
• Walking, Pushing, Pulling, lifting : Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another. Using upper extremities to press against something with steady force in order to thrust forward, downward or outward. Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion Raising objects from a lower to a higher position or moving objects horizontally from position-to-position.
• Fingering, grasping : Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling. Applying pressure to an object with the fingers and palm.
• Talking, hearing, Visual : Expressing or exchanging ideas by means of the spoken word. Perceiving the nature of sounds at normal speaking levels with or without correction. The worker is required to have visual acuity to perform an activity such as : slicing, grilling, operating POS system.
• Repetitive motion : Substantial movements (motions) of the wrists, hands, and / or fingers.
• Light and Medium work : Exerting up to 50 pounds of force occasionally, and / or up to 10 pounds of force frequently, and / or a negligible amount of force constantly to move objects. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
• Mental Demands : Ability to comprehend and follow instructions, perform tasks assigned, make decisions, interact with the public or co-workers, communicate orally and adapt well in the face of workplace stressors such as (customer service complaints, maintaining the security of people and property, competing priorities of reasonable or high significance to the successful function of the store, etc.)