Customer Service Representative (Pet Resource Center)

Hillsborough County•Tampa, FL

4d•Onsite

About The Position

Pet Resource Center is Hillsborough County's public animal shelter, responsible for the care of over 15,000 cats and dogs each year. Being a high volume, highly visible department, public perception and customer service support are extremely important. As a Customer Service Representative, you will be the initial, and usually final, point of contact for customers visiting the Pet Resource Center. Customer Service Representatives ensure customers are heard and assisted from the beginning to the end of their visit. They provide high-quality customer service assisting with finding adopters the correct pet for their lifestyle, handling adoptions, tag renewals, vouchers, and pet pantry support, and ensuring customers have a great experience visiting PRC.

Requirements

Knowledge of customer service best practices.
Skill in the use of service-oriented phrases and techniques to achieve resolution.
Skill in listening actively to discern customers’ needs.
Ability to evaluate customer information to determine course of action.
Ability to communicate effectively both orally and in writing.
Ability to work effectively with others.
Ability to perform accurate computations and verifications of data.
Ability to use computer and software to quickly and accurately enter data.
Ability to coordinate and oversee the work of others and perform team lead duties.
Ability and willingness to handle both dogs and cats.
Ability and willingness to work outside in heat, cold and sometimes light rain.
Ability and willingness to stand, lift and bend for extended period.
Ability to work under stressful conditions.
Ability to lift objects weighing up to 50 pounds.
Position may require frequent travel.
Must be able to work with and around toxic chemicals which may emit strong odors or require PPE.
Must be able to work with potentially dangerous or sick animals.
Graduation from high school or possession of a GED certificate; AND Two years of experience as a customer service representative; OR An equivalent combination of experience, education, and training that would reasonably be expected to perform the job-related competencies noted above.
Maintain the ability to pass the background checks required for the position.
Possess the necessary job-related license(s) or certification(s) that may include possession of a Florida Driver License (Class E) or an applicable Commercial Driver License (CDL)

Responsibilities

Uses office equipment and software to receive and respond to customer requests and complaints, document needs and concerns, and refer customers to other parties.
Establishes and updates customer records, makes account adjustments, and processes payments.
Demonstrates exemplary customer service skills and etiquette while communicating with customers both verbally and in writing.
Schedules services and/or dispatches service providers based on set parameters.
Communicates with operational teams at designated times and when changes will affect work plans and/or customer needs or solutions.
Operates systems and software to find, verify, and enter information, distribute information or correspondence, and to track time spent on various tasks.
Reconciles/updates customer accounts, funding sources, and billing systems.
Applies designated procedures, guidelines, tools, and resources to accomplish job duties.
Coordinates with other departments, organization, or service providers based on customer needs and established guidelines.
Follows up with customers at designated frequency, intervals or sets of circumstances to give updates, provide notification or guidance, and request information or feedback.
Provides customer service support or related duties when required by the Office of Emergency Management.
Investigates complaints, account discrepancies, and system issues.
May serve as team lead for other customer service representatives in the department/work unit.
Resolves customer service challenges that don’t fit standard solutions.
Operates County vehicles as necessary.
Performs other related duties as required.