Customer Service Rep

No Leash Needed; Madison (WI); On-site; USD 17,000 - 22,000; Part time

Job summary

NVA Pet Resorts, part of National Veterinary Associates, is seeking a Part-Time Customer Service Representative (Pet Host) in Madison, WI. You will greet clients and their pets, manage the front desk, and help create exceptional experiences for pet parents.

This role requires friendly, organized individuals who can multitask in a busy lobby, handle phones and scheduling, balance transactions, and promote memberships and services as needed.

Qualifications

• Friendly, confident, and professional demeanor.
• Detail-oriented and organized.
• Able to multitask in a busy lobby.
• Strong with phones, scheduling, and computer systems.
• Capable of tours, recommendations, and upselling memberships.
• Calm and solution-focused with customer concerns.
• Passionate about dogs and cats.

Responsibilities

• Greeting clients, pets, and vendors warmly.
• Managing check-ins and check-outs.
• Booking boarding, daycare, grooming, and training reservations.
• Answering phones, emails, and voicemails promptly.
• Processing payments and balancing transactions.
• Obtaining and verifying vaccination records.
• Managing waitlists during peak seasons.
• Recommending services and activity packages that meet client needs.
• Communicating pet updates and concerns to leadership.
• Keeping lobby and front areas clean and safe.
• Helping the team with pet handling and cleaning when needed.

Skills

Front desk customer service

Multitasking

Phone handling

Scheduling

Upselling services

Customer issue resolution

Passion for pets

Job description

Customer Service Representative

Love people and pets? Join our team and be the welcoming face of our luxury pet resort.

We’re looking for a Part-Time Customer Service Representative (internally called a Pet Host) to create exceptional experiences for pet parents and their furry family members.

Who We Are

NVA Pet Resorts is part of National Veterinary Associates (NVA) — the largest private owner of veterinary hospitals and pet resorts in North America, with 1,300+ locations. We’re proud to be in an $8B+ industry that continues to grow as pet parents seek premium, trusted care for their furry family members.

At NVA Pet Resorts, our mission is simple: create safe, fun, and loving environments for pets while providing exceptional experiences for our clients and team members.

What You’ll Do

As a Pet Host, you are the first and last impression of our resort. You’ll run the front desk and lobby while ensuring pets and pet parents feel confident and cared for.

Your responsibilities include:

• Greeting clients, pets, and vendors warmly
• Managing check-ins and check-outs
• Booking boarding, daycare, grooming, and training reservations
• Answering phones, emails, and voicemails promptly
• Processing payments and balancing transactions
• Obtaining and verifying vaccination records
• Managing waitlists during peak seasons
• Recommending services and activity packages that meet client needs
• Communicating pet updates and concerns to leadership
• Keeping lobby and front areas clean and safe

You’ll also jump in to help the team when needed — which may include handling pets, cleaning up occasional messes, and staying flexible in a fast-paced environment.

What We’re Looking For

• We’re seeking someone who is:
• Friendly, confident, and professional
• Detail-oriented and organized
• Comfortable multitasking in a busy lobby
• Strong with phones, scheduling, and computer systems
• Comfortable giving tours, recommending services, selling packages, upselling services and promoting memberships.
• Calm and solution-focused when handling customer concerns
• Passionate about dogs and cats

You must be able to:

• Work weekends and holidays
• Stand, walk, bend, and lift up to 60 lbs.
• Work in a busy, sometimes noisy environment
• Handle dogs of all sizes safely

Work Schedule

• Part-Time
• Monday–Friday shifts
• Weekend availability required
• Holiday availability required

Equal Opportunity Employer

NVA Pet Resorts is an Equal Opportunity Employer committed to building a diverse and inclusive workplace.

If you love customer service, enjoy staying busy, and want to work somewhere that celebrates pets every day — we’d love to meet you.

"Our promise is to treat every guest as we would our own… after all, our ‘fur babies’ are our family.
We customize each guest’s stay to meet their individual needs, activity level, and personality. From the very active guest to the senior guest to the “special needs” guest, we lovingly provide the care that’s right for them.
That’s why we make it our mission to give each client/guest the Best Possible Experience, every time. We focus on safety, comfort, and fun (this is a resort, after all!)… We’ll accommodate you in just about anything you ask! Special diets, extra love for separation anxiety, insulin injections, late check-outs… the list is (almost) endless!"