Lead Customer Service Representative

3M HEALTHCARE; McKinney (TX); On-site; USD 19,320 - 27,517; Full time

Benefits offered by this job

Health benefits

401k

Discounted pet insurance

Pay starts at $17/hour DOE + tips

Job summary

Destination Pet LLC is seeking a Lead Customer Service Representative at Bark Hotel for Dogs in McKinney, TX. You will manage a front desk team, handle client concerns with empathy, and guide new CSRs toward excellence.

The position requires standing, lifting up to 40 lbs, and availability evenings, weekends, and holidays. Benefits include health coverage and a 401(k) plan, with starting pay around $17 per hour plus tips.

Qualifications

• Experience in customer service or retail, possibly including training others.
• Lead with patience and presence, not pressure.
• Remain cool under pressure (even when phones ring and a dog is peeing).
• Proficiency with multi-line phones, POS systems, and handling customer concerns.
• One year in a customer service role.

Responsibilities

• Lead by example—setting the pace, tone, and gold standard for customer service.
• Handle escalated client issues with empathy, clarity, and heart for both people and pets.
• Tour new clients through the facility and sell the services that keep tails wagging.
• Train and mentor new CSRs for confidence and excellence.
• Open and close the center with a checklist and a lint roller in hand.
• Manage check-ins and check-outs with efficiency and a personal touch.

Skills

Customer service

Retail experience

Phone handling

Team leadership

Education

High school diploma or equivalent

Tools

POS systems

Job description

Welcome to Destination Pet. We are One Pack—a united team working together to elevate the love and lives of pet families. Our pet‑obsessed professionals create a connected care network of trustworthy partners who bring creative innovation every day. We are revolutionizing the pet industry.

We’re sniffing out our next Lead Customer Service Representative at Bark Hotel for Dogs—a role that blends hosting, handling, and operations with 100% pet passion. If you can juggle ringing phones, walk‑in questions, scheduling curveballs, and lead a team of CSR rockstars without breaking a sweat, this role is for you.

Perks & Pay

• Full‑time health benefits
• 401k
• Discounted Pet Insurance
• Pay starts at $17.00 per hour, DOE + tips

Reporting To

General Manager

What You Should Know

You’ll be on your feet often—standing, walking, climbing stairs, and wrangling leashes. Must be able to lift 40 lbs. Availability on evenings, weekends, and holidays required. Exposure to cleaning supplies, pet hair, and accidents is part of the gig.

What You’ll Be Doing (Besides Being the Go‑To for All Things Front Desk)

• Lead by example—setting the pace, tone, and gold standard for customer service.
• Handle escalated client issues with empathy, clarity, and heart for both people and pets.
• Tour new clients through the facility and sell the services that keep tails wagging.
• Ensure up‑to‑date vaccinations are on file.
• Train and mentor new CSRs for confidence and excellence.
• Open and close the center with a checklist and a lint roller in hand.
• Manage check‑ins and check‑outs with efficiency and a personal touch.
• Field phone calls, appointment questions, and last‑minute boarding requests.
• Process payments, balance cash drawers, and keep the numbers neat.
• Escort pet guests to and from enclosures with concierge-level care.
• Keep the lobby clean, welcoming, and ready for first impressions.
• Jump in to support other team members whenever needed.
• Perform other duties as assigned.

What You Bring to the Table

• People‑person, pet‑person, and team‑person all rolled into one.
• Experience in customer service or retail, possibly including training others.
• Lead with patience and presence, not pressure.
• Remain cool under pressure (even when phones ring and a dog is peeing).
• Proficiency with multi‑line phones, POS systems, and handling customer concerns.
• Confident stepping in when things get messy and stepping back when others grow.
• High school diploma or equivalent.
• One year in a customer service role.

Destination Pet LLC affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state, or local law. Equal Opportunity Employer. Minorities/Women/Veterans/Disabled.

Destination Pet LLC endeavors to make our employment website and application process accessible to all users and applicants. We provide reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our recruitment team.

At Destination Pet, we're all about creating a workplace that celebrates diversity and inclusion. We don't play favorites or judge folks based on protected characteristics. Our hiring decisions are solely based on what you can bring to the team. We invite like‑minded candidates to join our pack.