Customer Service Representative

This Full-Time, Hourly, Non-Exempt Customer Service Representative role is based onsite in Sterling, VA. The position supports a luxury pet hospitality experience by providing consistent, high-quality guest service for dogs and peace of mind for pet owners, while helping drive reservations, tours, and business growth.

Key Responsibilities

• Provide 5-star service during every interaction by phone, in person, and email.
• Turn inquiries into reservations and guide tours into enrollments.
• Recommend services, packages, and upgrades based on the needs of each pet.
• Lead engaging facility tours that highlight the luxury environment and established standards.
• Act as a brand ambassador through local events and community outreach.
• Complete accurate pet check-in and check-out, ensuring correct accommodations and clear care instructions.
• Record feeding, medications, and special instructions with precision and attention to detail.
• Support daycare and play sessions, including basic pet care tasks as needed.
• Observe pet health and behavior, escalating concerns immediately when issues arise.
• Maintain cleanliness and sanitation standards throughout the resort.

Required Qualifications

• Genuine passion for dogs and an understanding of pet parent expectations.
• Strong sales mindset, with confidence in closing and upselling services.
• Excellent communication skills and the ability to multitask effectively.
• Ability to succeed in a fast-paced, team-driven environment.
• Comfort working with technology, including POS systems, scheduling, and Microsoft Office.
• Weekend and holiday availability required.

Technology & Tools

• POS systems
• Scheduling systems
• Microsoft Office

Compensation

USD 17 - 19 per hour (hourly wage for this Full-Time, Non-Exempt position).

Benefits

• 401(k)
• Health, dental, and vision benefits
• Flexible scheduling
• Training and development programs
• Employee discounts and perks