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