Service Lead - Scotts Hill

Pawville; Wilmington (NC); On-site; USD 32,000 - 46,000; Full time

Job summary

Pawville LLC is seeking a Service Lead to support the General Manager and oversee the CSR team, ensuring Pawville’s service standards are met. The role involves coaching CSRs, handling inquiries, and guiding customers toward Pawville services and merchandise.

You will coordinate with leadership on safety, scheduling, and lead conversion while maintaining strong customer relationships in a fast-paced pet-care environment.

Qualifications

• Excellent verbal and written communication skills with active listening.
• Strong customer-service orientation with ability to upsell services.
• Experience leading a small team and coaching staff.

Responsibilities

• Supervise, train, and coach CSR staff to meet Pawville standards.
• Assign tasks, checklists, and ensure adherence to protocols.
• Maintain reservation system, process payments, and manage schedules.

Skills

Customer service

Sales

Team supervision

Communication

Conflict resolution

Education

High school diploma or GED

Tools

Gingr

POS system

Reservation software

Job description

• Job Category Dog Daycare, Kennel Attendant, Petcare Attendant
• Employee Type FT Non-Exempt

Description

Join a Team Where Every Stay is a Story. Do you love getting to know a pet’s unique personality? At Pawville, we pride ourselves on providing tailored, personalized care —from breed-specific grooming cuts to enrichment-filled boarding stays. We’re looking for caregivers who are ready to provide the activity, stimulation, and connection that pets love (and pet parents trust). Join us in a high-energy environment where your work directly contributes to the "peace of mind" and "happy tails" of our Pawville families!

Job Summary:

The Service Lead will support the General Manager in ensuring the Customer Service Representative (CSR) team delivers on Pawville’s standards of service while also supporting compliance with PUPS protocols and procedures for member services, lead call conversion, member record maintenance in Gingr , and sales goal attainment . The CSR will assist customers and Pawville guests with purchasing services and merchandise . This role is pivotal to the education of customers on the services and packages offered by Pawville . With a thorough understanding of Pawville offerings, and with a focus on excellent customer service, C SRs will assist customers in person, on the phones, and through email communication.

Essential functions and responsibilities :

Lead by example, supervising, training, and coaching C SRs , and contributing to a positive and enriching experience for both dogs and members . Train, correct, coach, and engage in the disciplinary process when necessary with GM coordination.

Assign tasks and checklists to team members to ensure the department runs smoothly and all protocols and procedures are followed.

Support leadership with maintaining Club and department areas including equipment, inventory items, marketing materials, and supplies ; audit leads contacts, outreach calls, and other administrative tasks as needed or assigned by leadership.

Work closely with leadership to report to any human or pet safety concerns; respond to member inquiries, and track progress of sales goals and lead call conversions.

Partner with leadership to ensure C SR compliance with PUPS procedures and protocols; train new C SR team members on PUPS standards and processes.

Greet ing and interact ing with customers and PUPS Members in person, through digital communication, and over the phone.

Consult ing with customers and Members to understand their needs and preferences ; advising and offering PUPS services and merchandise to meet and exceed their needs.

Proactively and professionally resolving customer and Member concerns; ensuring client satisfaction while maintaining business integrity.

Maintaining schedule and reservation system; managing and booking reservations for grooming, training, daycare appointments.

C ollecting and processing payment s using the store point of sale system.

Assisting Pet Care Team; performing Daycare A ttendant duties as assigned or as necessary.

Adhering to all pet and human safety protocols at all times.

Communicating effectively with PUPS Members and Club Team Members.

Professionally and positively representing PUPS by conducting yourself in a manner that is in the best interest of Pawville , PUPS Members, and Club Team Members.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications :

Excellent verbal and written communication skills; utilizing active listening and effective communication techniques.

Excellent interpersonal and customer service skills.

Ability to d emonstrate knowledge-based customer service skills ; utiliz ing various sales techniques.

Proficiency with using office and sales equipment (phones, computers, printers, point of sale, reservation software).

Ability to prioritize tasks and to delegate them when appropriate .

Ability to function well independently and at times stressful environment.

Education and Experience:

High school diploma or GED.

1 to 3 years of sales, retail, or customer service experience preferred.

Basic computer skills including a point-of-sale (POS) system preferred.

Physical Requirements: PUPS Team Members routine ly perform the following physical demands. All PUPS Team Members are expected to perform these physical requirements with or without reasonable accommodation.

Stand and/or walk for up to 6 hours without a break.

Kneel, bend, squat, and twist their body .

Repetitively complete hand and arm movements; reach, grab, pull, and push objects.

Perform duties in an environment with loud sounds from animals and smells from pet waste and cleaning chemicals.

Lift up to 50lbs with or without assistance .