Customer Service Manager

Customer Experience Pack Leader/Manager - Holiday Barn Pet Resorts

We have an opening for a Customer Service/Experience Manager at our Glen Allen location, 3800 Mountain Road, Glen Allen, VA, 23060. The Customer Experience Manager at Holiday Barn Pet Resorts ensures that positive communication and representation of our company is maintained so that we can consistently provide high-level services for our furry guests. The focus day-to-day is on driving the best customer service experience at each point of contact, but we realize that this success happens well before the customer arrives at our business. The Customer Experience "Pack" is a large group, with eight to twelve front-end associates and five to seven department leaders throughout the company. Our Customer Experience Manager is an intuitive part of our "pack" and integrates our Holiday Barn values into all customer interaction points throughout all departments.

Individuals who thrive on interacting with people and their pets, providing a high level of service and enjoy looking for growth opportunities. Experience in managing a customer experience team is a must and the ability to consistently train and grow this department within our company's goals. Leadership skills are also a must; we are a "pack" work environment, therefore we need individuals who can work within a leadership team and be a leader within the customer experience department. Basic pet knowledge - we don't expect you to be a dog or cat expert, but to have some pet experience is very helpful. Flexibility - we are a resort business, therefore candidates must be ready to work full time, which includes weekends, and holidays. The ability to motivate a "pack" - "Furrmazing" is one of our "pack" values, which means that enthusiasm for everything we do is a must.

• Build customer confidence by making every visit positive, engaging, knowledgeable and reassuring.
• Help Holiday Barn realize our opportunities, focus on the day-to-day, but always keep an eye on future goals.
• Learn and be able to provide necessary training and mentoring to our Customer Experience "Pack" to achieve our goals and work within our company values.
• The ability to monitor company performance and initiate recommendations to our Facility Manager and Head of the Pack on solutions.
• Have fun! We get to play with dogs and cats every day at one of Richmond's oldest and largest pet resorts.

This workplace is moderately and physically demanding. Candidates must have the ability to lift and push up to 50lbs, stand for extended periods, be able to bend, stoop, reach, and stretch, along with the ability to move pets within the facility, vehicles, up and down stairs, and in and out of enclosures. The workplace is typified as a loud working environment - barking dogs, high-pressure dryers, etc.

• 2 years recent experience in providing excellent customer service.
• 2 years supervisory experience.
• Strong leadership skills.
• Data entry skills and proficiency with Windows applications.
• Proven success with multi-tasking in a fast paced, team-based environment with attention to detail.
• High School Diploma.
• Basic pet knowledge and a love of dogs and other pets.
• We are a resort, which means we're busiest on weekends and holidays. Candidates must be willing to work weekends and major holidays. Candidates should have availability to work opening and closing shift on weekdays, weekends, and holidays.

Full-time employees may be eligible for access to company-sponsored medical, dental and vision insurance, company-paid life and, long-term disability insurance, and paid time off.

Pay for this position begins at $24.00 - $30.00 per hour.

All communication will be via email. While we are excited to meet you, please keep our lobbies and phone lines clear for pet parents.

Holiday Barn is a drug-free workplace.
Holiday Barn is an equal opportunity employer.