Customer Experience Representative

Join Our Team as a Customer Experience Representative at Canine Country Club!

Do you love dogs and enjoy creating exceptional experiences for both pets and their owners? At Canine Country Club in West Des Moines, IA, we’re looking for a dedicated and detail-oriented Customer Experience Representative to join our team. If you’re passionate about providing top-notch customer service and working in a fast-paced, pet-focused environment, this might be the perfect opportunity for you!

As a Customer Experience Representative, you’ll play a vital role in ensuring smooth operations at our front desk while maintaining the highest standards of care for our furry guests. Your responsibilities will include:

• Check dogs in and out using the Gingr system.
• Upload contracts, vaccinations, and temperament tests.
• Schedule and confirm services like daycare, grooming, boarding, and training.
• Set up new client profiles and ensure all required documents are collected before check-in (e.g., vaccinations, proof of spay/neuter, signed agreements).
• Explain suite types (Economy, Standard, Special Needs) and our 24-hour pickup policy.
• Process payments, manage packages, and issue refunds with manager review.
• Monitor boarding capacity, manage waiting lists, and audit occupancy using PDF color codes.

• Accurately check dogs into the system for all services and update feeding/medication instructions.
• Create playgroup rosters and end-of-night lists.
• Maintain End of Day Reports and balance the cashbox daily.
• Prepare cubby sheets for incoming boarders and ensure grooming/add-ons are correctly added.
• Keep all data entry in Gingr accurate and up to date, adding detailed pet profile notes as needed.

• Perform hourly walkthroughs and spot checks of the facility.
• Assist the Dog Daycare Services (DDS) team with playgroup transitions and occasional group supervision.
• Set up and break down kennels for all suite types.
• Prep meals and administer medications according to veterinary instructions.
• Follow radio code protocols and respond appropriately.

• Maintain a clean and organized lobby, including mopping, air freshening, and window cleaning.
• Wash and fold laundry frequently (never more than half a load).
• Support grooming tasks such as baths, desheds, nail trimming, teeth brushing, and ear cleaning.
• Safely handle dogs during grooming and ensure the grooming room is clean and organized.

We’re seeking a team player who is passionate about customer service and animal care. Here’s what you’ll need to succeed in this role:

• Experience: At least 1 year of customer service experience, preferably in a pet care or hospitality environment.
• Skills:
• Excellent verbal and written communication.
• Detail-oriented, organized, and proactive.
• Comfortable handling animals, including administering medication and light grooming.
• Basic math and POS handling skills (e.g., cash handling, refunds, and packages).
• Physical Requirements:
• Ability to lift 40+ lbs and handle physically active dogs.
• Comfortable standing, bending, and walking throughout your shift.

At Canine Country Club, we’re more than just a pet care facility—we’re a community of animal lovers dedicated to providing the best care for our furry guests. Our team values hard work, attention to detail, and a genuine passion for pets. If you’re ready to make a difference in the lives of dogs and their owners, we’d love to hear from you!

If this sounds like the perfect fit for you, don’t wait! Submit your application today and take the first step toward an exciting and rewarding career at Canine Country Club. We can’t wait to meet you!

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