Customer Service Representative

PetSuites; Sugar Land (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health, Dental & Vision

Insurance

Paid Training

Employee Pet Care Discounts

Tips

Career growth opportunities within NVA

Job summary

NVA Pet Resorts in Sugar Land, TX is seeking a Full-Time Customer Service Representative (Pet Host) to greet clients, manage check-ins/outs, book services, and handle phones and payments.

The role emphasizes superb guest experiences for pets and families, requires weekend/holiday availability, and the ability to lift up to 60 lbs. A friendly, organized, and proactive approach is essential.

Qualifications

• 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.

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.

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.

• 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

Full-Time

• Monday–Friday shifts
• Weekend availability required
• Holiday availability required

Benefits & Perks

• Health, Dental & Vision
• Insurance
• Paid Training
• Employee Pet Care Discounts
• Tips
• Career growth opportunities within NVA

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.

PetSuites is the leader of the pack in pet resorts offering exceptional services for both dogs and cats, ranging from boarding and daycare to grooming and training. Our trusted team of professionals delivers memorable experiences with personalized service in fun, convenient, and modern spaces.