Customer Service Supervisor

Workstream; Ann Arbor (MI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Insurance

Employee Pet Care Discounts

Tips

Growth opportunities within NVA

Job summary

NVA Pet Resorts is seeking a Pet Host Lead in Ann Arbor, MI to supervise and elevate our front desk team, delivering a polished client experience. You will coach Pet Hosts, uphold service standards, and drive reservations, memberships, and promotions while partnering with the General Manager and leadership team.

You thrive on leading by example, coaching others, and balancing exceptional service with revenue growth, including handling escalations and upselling services.

Qualifications

• Experience supervising or leading a team (1+ year preferred).
• Comfortable with sales conversations and membership promotions.
• Confident giving tours and explaining service value.
• Strong in customer service and conflict resolution.
• Detail-oriented and organized; professional communication.
• Reliable, especially on weekends and holidays.

Responsibilities

• Supervise daily front desk operations and coach Pet Hosts.
• Uphold service standards and drive reservations and memberships.
• Manage client concerns professionally and resolve escalations.
• Support occupancy and revenue optimization; oversee cash handling.
• Conduct tours for prospective clients and explain services.
• Promote packages, add-ons, and seasonal promotions.
• Coordinate with care, grooming, and leadership teams.

Skills

Supervision

Leadership

Coaching

Sales conversations

Customer service

Conflict resolution

Documentation standards

Job description

Are you a strong front desk leader who thrives in fast-paced environments, drives results, and sets the standard for exceptional service? We are seeking a Pet Host Lead to supervise and support our front desk team while delivering a polished, professional client experience. This role is ideal for someone who enjoys leading by example, coaching others, and driving both service excellence and revenue growth.

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.

Position Overview

The Pet Host Lead is the frontline service leader of the resort.

You are responsible for:

• Supervising daily front desk operations
• Coaching and supporting Pet Hosts
• Ensuring service standards are consistently upheld
• Driving reservations, promotions, and membership sales
• Managing client concerns with professionalism and confidence
• Supporting occupancy and revenue optimization
• Maintaining lobby safety and presentation
• You will work closely with the
• General Manager and leadership team to ensure strong service execution and sales performance.

What You'll Do

• Leadership & Oversight
• Train and mentor new Hosts
• Reinforce service, sales, and documentation standards
• Monitor reservation accuracy and revenue opportunities
• Step in to resolve escalated client concerns
• Hold the team accountable to promotions and membership initiatives
• Conduct tours for prospective clients
• Confidently explain daycare, boarding, grooming, and training services
• Promote packages, add-on services, and seasonal promotions
• Drive membership sign-ups and rebooking
• Support occupancy goals during peak and non-peak periods
• Identify upsell opportunities that genuinely benefit pets and pet parents
• This role requires someone who is comfortable discussing pricing, explaining value, and asking for the sale in a professional and service-focused way.

Client Experience

• Oversee check-in and check-out processes
• Answer calls, emails, and voicemails promptly
• Manage waitlists during peak seasons and maximize room utilization
• Maintain relationships with high-value clients

Operational Excellence

• Manage and reconcile transactions
• Monitor inventory for retail and lobby supplies
• Ensure accurate client and pet records
• Maintain organized and hazard-free common areas
• Coordinate closely with pet care, grooming, and leadership teams

What We're Looking For

We are seeking someone who is:

• Experienced in supervising or leading a team (1+ year preferred)
• Comfortable with sales conversations and membership promotion
• Confident giving tours and explaining service value
• Strong in customer service and conflict resolution
• Detail-oriented and organized
• Professional in both written and verbal communication
• Reliable - especially on weekends and holidays

You must be able to:

• Work weekends and holidays
• Lift up to 60 lbs
• Stand for extended periods
• Handle dogs of all sizes safely
• Maintain composure in high-traffic environments
• Animal experience is plus but not required.
• Insurance
• Employee Pet Care Discounts
• Tips
• Growth opportunities within NVA

Equal Opportunity Employer

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

2281 W Liberty St, Ann Arbor, MI 48103, USA