Customer Experience Assistance Animal Specialist

PetScreening • Mooresville, NC

7d • Hybrid

About The Position

As an Assistance Animal Specialist on our Customer Experience team, you will regularly manage escalated and complicated situations related to Assistance Animals. You will assist customers and clients who have complex Assistance Animal-related questions with comprehensive knowledge, compassion, and efficiency. Additionally, you will work closely with team members both within the Customer Experience team and in other related departments in order to provide excellent customer service to our customers and clients.

Requirements

• Background in disability-related fields (Psychology, Behavioral Health, or Special Education) and 1+ years of customer service experience preferred.
• Exceptional active listening and professional articulation skills; experience with de-escalation and tactful conflict resolution.
• Skilled in CRM and collaboration tools, including Zendesk, HubSpot, Google Suite, Zoom, and Slack.
• Proven ability to multitask and prioritize in fast-paced environments while maintaining high-quality performance markers.
• Detail-oriented, proactive in seeking clarity, and a compassionate team player with a resilient growth mindset.
• Prolonged periods of sitting and working on a computer.
• Proficient computer skills with the ability to learn new software.

Responsibilities

• Independently resolve escalated Zendesk tickets regarding Assistance Animals with empathy, technical expertise, and speed.
• Expertly de-escalate high-tension situations to ensure positive outcomes for both clients and customers.
• Partner with the Assistance Animal team to streamline communication and provide cross-functional support.
• Proactively identify workflow inefficiencies and propose creative solutions to enhance company growth.
• Support cross-departmental initiatives and peer mentorship without compromising core CX responsibilities.
• Use all applicable tools (ZenDesk, Hubspot, Slack, Wiki, and applicable documents) to manage the functions of receiving, analyzing, resolving, and documenting customers’ and clients’ needs, issues, and complaints following the organization’s requirements.
• Respond quickly, professionally, and accurately to customer and client inquiries regarding a wide range of questions and concerns regarding Assistance Animals.
• Contribute towards a positive work environment
• Provide support and transparent communication to all other departments with customer experience issues
• Show attention to detail, problem-solving skills, and critical thinking skills.
• Analyze submitted documentation to determine whether it is sufficient to meet Fair Housing guidelines.
• Review other profile information for accuracy of information.
• Perform profile returns or start the verification process as appropriate.
• Contact medical providers by email, fax, or phone to verify documentation.
• Take ownership of assignments and be proactive towards achieving goals.
• Be able to synthesize all of the information given across all platforms to come up with best possible solution for the situation
• Occasionally assist a client or customer over the phone
• Meet individual performance targets by achieving key productivity and quality KPIs.
• Contribute to a collaborative team by sharing ideas and process improvements, while working in a hybrid environment that requires being in the office 3 days a week. Regular attendance at in-office team meetings and training sessions is a component of the hybrid work model.

Benefits

• Medical/Dental/Vision/HSA benefits offered after 30 days of employment.
• Company sponsored Life Insurance and Short Term Disability.
• Optional Life Insurance and Long Term Disability Plans.
• 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment.
• Paid time off accrual beginning first day of employment
• Paid holidays
• Optional remote work days
• Paid Family/Military/Bereavement leave
• Pet friendly office

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed