Customer Engagement Lead
Whispering Pines Pet Resort | Longmont, CO
Build Relationships. Lead a Team. Shape the Customer Experience.
At Whispering Pines Pet Resort, dogs are family, and pet parents trust us to provide exceptional care. We're seeking a Customer Engagement Lead to lead our front-of-house customer experience, develop our Customer Engagement Specialists, and help shape the future of this newly created leadership role.
More than a front desk position, this is an opportunity to build lasting customer relationships while improving the systems and processes that support an outstanding guest experience. You'll help optimize our Kennel Connection platform, streamline workflows, implement best practices, and identify opportunities for automation that enable our team to deliver exceptional service as we continue to grow.
If you enjoy leading people, improving processes, embracing new technology, and leaving things better than you found them, you'll thrive at Whispering Pines.
What You'll Do
As the Customer Engagement Lead, you will:
- Guide pet parents in selecting services and enrichment options that best fit their dog's needs.
- Recommend additional services and products that enhance each dog's stay.
- Lead, coach, and support the Customer Engagement Specialist team.
- Deliver exceptional customer service in person, over the phone, by email, and via text.
- Manage reservations for boarding, daycare, grooming, and training services.
- Contact boarding guests before arrival to confirm details and ensure a smooth experience.
- Follow up with customers after visits and resolve concerns promptly and professionally.
- Maintain accurate customer records, vaccination information, and reservation details.
- Partner with kennel, grooming, and training teams to ensure seamless communication.
- Support customer retention, occupancy goals, and revenue growth through outstanding service.
What We're Looking For
We're seeking someone who:
- Is comfortable recommending services that genuinely benefit customers and their dogs.
- Has leadership or supervisory experience (or is ready to step into a leadership role).
- Loves building relationships and providing exceptional customer service.
- Thrives in a fast-paced, team-oriented environment.
- Is highly organized and able to manage multiple priorities.
- Communicates professionally with empathy and confidence.
- Enjoys coaching others and helping teammates succeed.
- Has experience in a revenue generating position in hospitality, pet care, veterinary, retail, concierge, or customer service (preferred but not required).
Compensation & Benefits
- $25.00 per hour
- 10% commission on personal attachment product sales
- 2% commission on Customer Engagement Specialist attachment product sales
- Paid Time Off
- Employee discounts on services
- Ongoing training and professional development
- Opportunities for advancement
- Supportive team culture centered around people and pets
Why Whispering Pines?
At Whispering Pines Pet Resort, we don't just care for dogs—we build trusted relationships with the families who love them. If you're passionate about leading people, delivering exceptional service, and making every guest experience memorable, we'd love to meet you.
Apply today and help us create unforgettable experiences for every dog and every family who walks through our doors.
Pay: $25.00 per hour
Benefits:
- 401(k) matching
- Employee discount
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
