Lead Customer Service Representative (Career Opportunity)

Destination Pet LLC; Cary (NC); On-site; USD 21,000 - 22,000; Full time

Benefits offered by this job

Health benefits

401K

Discounted pet insurance

DailyPay access

Job summary

Destination Pet LLC is seeking a Lead Customer Service Representative for our Cary, NC location. You will lead by example on the sales floor, handle escalated client concerns with empathy, and guide new CSRs to ensure top-tier service while greeting guests and coordinating daily operations.

The role requires strong communication, reliability, and a passion for pets. Evening, weekend, and holiday availability is expected as the pets don’t take days off.

Qualifications

• High school diploma or equivalent required.
• 1+ year in a customer service role required.
• You’re a people-person, patient, and able to handle multiple tasks.

Responsibilities

• Lead by example in delivering outstanding customer service.
• Handle escalated client issues with empathy and clarity.
• Tour new clients through the facility and promote services.
• Ensure vaccinations and records are up to date for safety.
• Train and mentor new CSRs to build confidence.

Skills

Customer service

Retail experience

Leadership / mentoring

Multi-line phones / POS

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. Join us! We’re sniffing out our next Lead Customer Service Representative at Pet Palace Cary. —someone who’s part host, part handler, part operations wizard, and 100% pet-passionate. Can you juggle ringing phones, walk-in questions, scheduling curveballs, and a team of fellow CSR rockstars—without breaking a sweat? If you’re the kind of person who naturally steps up, leads by example, and keeps things moving even when fur’s flying, this role's got your name on it. At Destination Pet, we’re not just another Pet/Vet care center—we’re a community that lives to elevate the love and lives of pet families. Since 2016, we’ve been serving up best-in-show care from coast to coast with day care, boarding, grooming, training, veterinary services, and more. Whether its belly rubs or brushing, our goal is simple: make pets feel at home and their humans feel at ease.”

Perks & Pay

• Full Time Health Benefits, 401K and Discounted Pet Insurance
• Pay starts at $15–$16.00/hour DOE + tips
• Access your earned wages anytime with DailyPay.

Reporting To

General Manager

What You Should Know

You’ll be on your feet often—standing, walking, climbing stairs, wrangling leashes. Must be able to lift 40 lbs (bags of food, pet crates, sleepy bulldogs—you know). Availability on evenings, weekends, and holidays required (pets don’t take days off). Exposure to cleaning supplies, pet hair, and, ahem, “accidents” is part of the gig.

What You’ll Be Doing

• Leading by example—setting the pace, the tone, and the gold standard for customer service.
• Handling escalated client issues with empathy, clarity, and a whole lot of heart for both people and their pets.
• Touring new clients through the facility and selling the services that keep tails wagging.
• Ensuring up-to-date vaccinations are on file—because safety first.
• Training and mentoring new CSRs so they’re confident and ready to shine.
• Opening and closing the center with a checklist in one hand and a lint roller in the other.
• Managing check-ins and check-outs with efficiency and a personal touch.
• Fielding phone calls, appointment questions, and last‑minute boarding requests like a seasoned pro.
• Processing payments, balancing cash drawers, and keeping all the numbers neat and tidy.
• Escorting pet guests to and from their enclosures with the care of a concierge and the patience of a preschool teacher.
• Keeping the lobby clean, welcoming, and ready for first impressions and sweet reunions.
• Jumping in to support other team members whenever needed.
• Other duties as assigned.

What You Bring to the Table

• You’re a people-person, a pet-person, and a team-person all rolled into one.
• You’ve worked in customer service or retail before—and maybe even trained others.
• You lead with patience and presence, not pressure.
• You’re cool under pressure (even when the phone is ringing and a dog’s peeing).
• Multi‑line phones, POS systems, and customer concerns? You’ve got it handled.
• You’re confident stepping in when things get messy and stepping back when others are ready to grow.
• High school diploma or equivalent required.
• 1+ year in a customer service role required.

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. In doing so, 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's bursting with diversity and inclusivity. We don't play favorites or judge folks based on skin color, religion, gender, age, disability, or any other protected characteristics. Our hiring decisions are solely based on what you can bring to the team. So, we're throwing the door wide open for all like‑minded candidates who believe in celebrating and honoring diversity and inclusion.

Destination Pet, headquartered in Irving, Texas, is a national network of pet‑obsessed professionals dedicated to elevating the love and lives of our pet families through total pet care. With more than a century of experience, our founders understood the need for better pet healthcare and believed in the value of integrating pet services from veterinary medicine to, grooming, boarding, daycare, training and more. By connecting the experts behind the scenes, we get to know our pet families in a way that allows us to offer proactive, convenient, and personalized advice and care.