Pet Resort CSR: Elevate Guest Experience & Upsell

K9 Resorts Luxury Pet Hotel; Stamford (CT); On-site; USD 2,066,000 - 3,031,000; Full time

Benefits offered by this job

401(k) with company participation

Health, dental, and vision benefits

Flexible scheduling

Training & development programs

Employee discounts and perks

Job summary

K9 Resorts is seeking a Customer Service Representative at our Stamford, CT location. The CSR will drive guest experiences, convert inquiries to reservations, and upsell services while delivering 5-star service across phone, in-person, and email interactions.

The role requires a strong sales mindset, superb communication, and the ability to thrive in a fast-paced team environment. Weekend and holiday availability is expected, with exposure to POS systems and scheduling tools.

Qualifications

• Passion for dogs and understanding of pet parent expectations.
• Strong sales mindset with confidence in closing and upselling services.
• Excellent communication and multitasking skills.
• Ability to thrive in a fast-paced, team-driven environment.
• Tech-comfortable with POS systems, scheduling, and MS Office.

Responsibilities

• Deliver 5-star service at every interaction—phone, in-person, and email.
• Convert inquiries into reservations and tours into enrollments.
• Confidently recommend services, packages, and upgrades tailored to each pet.
• Lead engaging tours showcasing our luxury facility and standards.
• Serve as a brand ambassador at local events and community outreach.
• Check pets in/out and ensure accurate accommodations and care instructions.
• Document feeding, medications, and special instructions with precision.
• Assist with daycare, play sessions, and basic pet care tasks.
• Monitor pet health and behavior, escalating concerns immediately.
• Maintain cleanliness and sanitation standards throughout the resort.

Skills

Sales mindset

Excellent communication

Team collaboration

Tech-savvy (POS, scheduling, MS Office

Weekend & holidays availability

Tools

POS systems

Microsoft Office

Job description

K9 Resorts is seeking a Customer Service Representative at our Stamford, CT location. The CSR will drive guest experiences, convert inquiries to reservations, and upsell services while delivering 5-star service across phone, in-person, and email interactions.

The role requires a strong sales mindset, superb communication, and the ability to thrive in a fast-paced team environment. Weekend and holiday availability is expected, with exposure to POS systems and scheduling tools.