Customer Service Team Member - With Outstanding Attention to Detail

Dogs Country Club and Kennel Resort — Baxter, VIC (Mornington Peninsula)

Are you an experienced Customer Service Super Star from Hospitality, Retail, or Office environments?

Do you thrive in fast-paced roles where attention to detail is your middle name?

Are you looking to build a rewarding career surrounded by dogs?

Join our team of Doggy Doaters at one of the Mornington Peninsula's most luxurious dog boarding facilities — a 12-acre resort where every guest receives VIP treatment and no two days are the same.

ABOUT US

Dogs Country Club and Kennel Resort isn't your average kennel. We're a luxury destination for four-legged guests, featuring:

• 10 unique accommodation styles including exclusive Luxury Penthouse suites with televisions and home-like environments
• Private temperature-controlled suites with individual undercover play yards
• Expansive play paddocks across our stunning 12-acre property
• State-of-the-art software systems that keep our well-organized business running smoothly
• A dedicated team of dog lovers committed to creating the best possible holiday experience — we operate 7 days a week, 365 days a year.

THE ROLE

We're seeking a Customer Service & Guest Relations Super Star to be the welcoming face of our resort. This is a unique position blending professional office-based customer service with hands-on interaction with our amazing canine guests.

You will be busy from the moment you arrive until you clock out — and that's exactly how you like it. In our "always something to do office," there's never downtime. If you enjoy quiet periods at work, this isn't the role for you. We're looking for someone who genuinely prefers a full, productive day and takes pride in completing every checklist and task.

Our office is fast-paced and demanding. While you're part of a supportive, fun, and hard-working team, there will be times when you're working independently and must confidently juggle competing priorities — phones ringing, clients checking in, emails requiring attention, and a dog who needs a moment of your care. You'll thrive here if you stay calm under pressure, prioritise effectively, and maintain composure while delivering exceptional service.

Your days will include:

• Providing exceptional customer service in person, over the phone, and online — building relationships that drive repeat business
• Managing reservations, amendments, and inquiries with fast, accurate typing and strong computer literacy
• Showcasing our facilities through tours that demonstrate our high level of care and luxury amenities to potential new clients
• Welcoming and fare-welling guests (both two-legged and four-legged!)
• Providing updates to anxious pet parents while their dogs enjoy their stay
• Maintaining quality control and ensuring compliance with company policies and procedures
• Keeping customer-facing areas immaculate and representative of our luxury standards
• Cleaning and maintaining our K9 Kabs (professional transport vans) to reflect our brand quality
• Supporting the continued growth of our services and facilities through sales-focused relationship building
• Hands-on time with our guests — because nothing brightens a workday like a wagging tail

WHAT WE'RE LOOKING FOR

Essential:
• Proven customer service super star with strong experience in hospitality, retail, or office environments
• Attention to detail is your middle name — you know that getting the small things right makes the difference
• Sales-focused mindset with experience in customer relationship sales and encouraging repeat business
• Genuine preference for staying busy — you want a full day of productive work, not quiet periods
• Availability to work school holiday weekends and public holiday weekends — this is NON-NEGOTIABLE (our peak times when we need all hands on deck)
• Flexibility to support our 365 day a year operation — you understand that when others are on holiday, we're at our busiest
• Computer literacy with fast, accurate typing capabilities — essential for our systems
• Confidence to work independently once trained — completing tasks solo and using initiative
• Exceptional communication and interpersonal skills — professional, empathetic, and able to educate clients
• Problem-solving skills with the ability to think outside the box
• Organizational skills and time management — juggling multiple demands without dropping the ball
• Physical and mental resilience — occasionally handling large dogs on lead and walking the facility for tours as well as being able to mange your own stress levels
• High integrity and strong work ethic with motivation to be the best in this role
• Own reliable transport — NON-NEGOTIABLE
• Live within 30 minutes driving distance of Frankston/Mornington — please consider petrol costs and commuting carefully; working from home is NOT AN OPTION given our business model

Nice to Have:
• Knowledge of dog breeds
• Experience with large animals (dogs, horses, cattle) or the animal care industry
• A love of dogs (though deep affection works too!)

HOURS & FLEXIBILITY

Our roster is posted 2 weeks in advance and the typical shifts for this role are:

• Monday, Tuesday, Thursday, Friday: 7:00 AM — 4:00 PM OR 8:00 AM — 5:00 PM

• Weekend availability required: At least one day every weekend

Saturday: 8:00 AM — 2:00 PM

Sunday: 12:00 PM — 4:00 PM

This role is for 32–38 hours per week, consistently rostered — this role commences as casual, with the opportunity to negotiate a permanent position for the right candidate

Peak periods: You MUST be available to work school holiday weekends and public holiday weekends — these are our busiest times

This role is ideal if you prefer taking your time off outside of school holidays and public holiday weekends. While others are juggling crowded beaches and peak prices, you'll enjoy your days off during quieter periods.

REWARD & RECOGNITION

This role falls under the Clerks Private Sector Award, with your level set commensurate to your skills, experience, and capacity:

Level 2 Casual Weekday Rate

Level 2 (starting) $36.81/hour - Penalty rates apply for Weekends & Public Holidays

Progression to higher levels based on demonstrated competency. Also happy to discuss permanent position after trial period.

What We Offer:
• A position in a busy team and business — you will never be twiddling your thumbs
• A well-organized environment with state-of-the-art software systems
• Competitive salary with penalty rates for weekends and public holidays
• Staff discounts
• Stable, consistently rostered hours
• A great work atmosphere with a fun, friendly, hard-working team and wonderful client base
• Career-building opportunity — build a rewarding future with us

READY TO APPLY?

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