Customer Service Representative

Workstream; Franklin (TN); On-site; USD 29,000 - 42,000; Full time

Job summary

NVA Pet Resorts in Franklin, TN, is seeking a Full-Time Customer Service Representative (Pet Host) to greet clients, manage front-desk operations, and book boarding, daycare, grooming, and training services to ensure a superior guest experience for pets and their families.

You will handle phones, emails, and payments, verify vaccination records, and balance transactions, while staying flexible in a fast-paced resort setting that values teamwork and a love for animals.

Qualifications

• Warm, welcoming attitude toward clients and pets.
• Strong communication and organizational skills.
• Ability to multitask in a busy lobby and handle high call volumes.
• Comfort with tours, upselling services, and promoting memberships.

Responsibilities

• Greet clients, pets, and vendors warmly and guide them through the visit.
• Manage check-ins/check-outs and coordinate bookings across services.
• Answer phones, emails, and voicemails promptly; process payments.
• Verify vaccination records and manage waitlists during peak periods.
• Promote services and activity packages that meet client needs as appropriate.

Skills

Customer service excellence

Friendly and professional

Multi-tasking in busy lobby

Phone handling and scheduling

Attention to detail

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 Full-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

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.

The safety, security, and comfort of your pet is always our first priority! Your companion deserves the best, and that’s what we have to offer… without compromise. Our trained and dedicated team of animal lovers provide unmatched care to all the cats and dogs who stay with us.