Customer Care Center Specialist (Bilingual)

SPCA of Texas•Dallas, TX

10d•Onsite

About The Position

This position is responsible for handling incoming calls from branch offices and assisting customers with specific inquiries. The role also involves making outbound calls to remind customers of appointments and fielding questions from potential customers regarding SPCA of Texas accounts, services, products, fees, website information, and branch offices. The specialist will reply to customer inquiries in a courteous, efficient, and professional manner, providing a high level of personalized customer service. Key tasks include searching for and entering information, managing multiple browser windows while on the phone, reporting daily activity, ensuring timely responses to emails and voicemails, confirming clinic appointments two days in advance, maintaining daily reports, sending mass emails, reviewing and responding to customer emails, and maintaining data integrity. The role requires meeting or exceeding monthly performance measures and actively engaging with volunteers to support the volunteer program. The specialist will also act as an ambassador for the SPCA of Texas, sharing its work and mission.

Requirements

Must demonstrate the Core Values of the SPCA of Texas on and off the job.
Two years experience in a high volume call center setting.
Must be bilingual.
Strong telephone communication and interpersonal skills due to the heavy phone use this job entails.
Effective verbal and written communication.
Organize, prioritize and manage multiple tasks.
Set and meet deadlines.
Work autonomously and perform well under pressure.
Detail-oriented and resourceful.
Ability to work in a fast-paced environment, maintaining energy through often-times repetitive tasks.
Ability to keep information confidential.

Nice To Haves

Two years of college preferred

Responsibilities

Answer incoming calls from branch offices and assist customers with specific inquiries.
Make outbound calls to remind customers of scheduled appointments.
Field questions from potential customers regarding SPCA of Texas accounts, services, products, fees, website information and branch offices.
Reply to customer inquiries in a courteous, efficient and professional manner providing a high level of personalized customer service.
Search for and enter information, moving between two or more open browser windows on the desktop, while also on the phone.
Report daily activity.
Ensure all email requests and voicemails are responded to by end of day.
Ensure all clinic appointments are confirmed two days in advance.
Maintain and prepare daily reports.
Send out mass emails to various email groups.
Review customer emails and write timely, professional responses to inquiries or route emails to appropriate department for review and response.
Keep up with data integrity.
Meet/exceed monthly performance measures.
Actively engage with volunteers in such a way that provides support for our volunteers and staff and proactively improves our volunteer program.
Be an ambassador for the SPCA of Texas, sharing the work and mission with your friends and family and be knowledgeable of the various ways to support our work.
Demonstrate the Core Values of the SPCA of Texas.
Be a professional representation of the SPCA of Texas.
Accurately field basic questions regarding SPCA of Texas services and programs. Personal opinions, treatment recommendations, possible diagnoses, etc. are prohibited.