Customer Service Agent (Bi-Lingual)

Spay Neuter Network•Texas, TX

About The Position

Our 5-representative Customer Service Center completes 4,000-5,000 calls each month. To be a successful Customer Service Agent, you should be customer-focused, detail oriented, and efficient. We are looking for someone who is polite, reliable, knowledgeable, adaptable, and driven to by a desire to help people and their pets.

Requirements

At least 1 year of customer service experience.
Candidates must be available to work Monday – Friday between the hours of 7 am-6 pm.
Bilingual (English/Spanish) is required.
Strong active listening and verbal communication skills.
Excellent interpersonal skills and flexibility in working with people.
Ability to sit for long periods of time.

Responsibilities

Basic cross-training to develop an understanding of Clinic Customer Service, Wellness Clinic, Surgery Veterinary Clinic, and Community Engagement and Resources departments.
Handle a high volume of inbound and outbound calls in a timely manner.
Promoting and delivering customer service excellence with a friendly and compassionate attitude .
Assisting clients by estimating costs of services, referrals to other pet resources and setting spay / neuter appointments.
Problem solve with pet owners on solutions to help their pets.
Actively participating in reaching department service goals by meeting and/or exceeding assigned service and call quotas, excellent customer service, efficiency, etc.
Communicating clearly through varying channels including but not limited to email, phone conversations and face-to-face dialogue.
Must be able to communicate basic veterinary concepts to clients and be able to accurately relay information provided by a veterinarian.
Answering client questions and inquiries thoroughly and promptly.
Must be able to multitask and manage time efficiently.
Must be able to work under stressful conditions and work efficiently and effectively under those conditions.
Must have the ability to rapidly and accurately process information.
Must have the ability to cope with frustrating situations and remain calm.
Maintain clean and organized work areas.
Protect the confidential information on customers and donors.
Be punctual on work and break times.
Additional job-related tasks as assigned.