Customer Support Specialist

Nebraska Humane•Omaha, NE

7d•Onsite

About The Position

The Customer Support Specialist plays a key role in providing a welcoming, compassionate, and professional experience for all visitors and community members. This position serves as a vital connection between the public and the organization’s mission by facilitating customer transactions, processing animal intakes, and ensuring accurate recordkeeping. The ideal candidate is empathetic, detail-oriented, and thrives in a fast-paced environment while balancing excellent customer service with the welfare of animals. Collaboration with other departments is essential to achieving the shared goal of serving both the animals and the public effectively.

Requirements

High school diploma or equivalent
Minimum 3 years customer service
Computer experience, ability to learn proprietary software, general clerical skills.
Must possess maturity, good judgement, a professional manner and the ability to work within a team.
Ability to work with animals without allergic reaction.
Effective written and verbal skills
Able to lift up to 50lbs.
Able to stand/walk for most of the shift.
Ability to multitask and work under pressure.
Willingness to adjust to sudden change in workflow.

Responsibilities

Serve as the first point of contact for customers in person and by phone.
Provide exceptional customer service to a high volume of visitors while maintaining professionalism and composure and empathy.
Represent the organization in a manner that promotes trust, inclusivity, and community support.
Resolve customer complaints promptly and courteously, ensuring a positive outcome whenever possible.
Perform accurate data entry using proprietary software for Customer Support and other departments.
Fully utilize Waitwhile for customer check-in.
Process pet licenses, update customer files, and ensure accurate recordkeeping.
Register participants for community classes, events, and services such as dog obedience training, Camp Kindness, Breeders Permits, Feral Cat Colony applications, and volunteer/foster programs.
Assist customer in making Lost or Found Reports through Petco Love Lost.
Assist members of the public during kennel lost walks.
Return animals to verified owners per city ordinances and process appropriate fees.
Educate the public on local ordinances, shelter policies, and responsible pet care practices.
Maintain and balance daily cash drawers; handle large sums of money responsibly.
Accept monetary and non-monetary donations from the public.
Assist customers with adoption checkout and general inquiries.
Staff Animal Outfitters during all business hours.
Intake and process stray animals, wildlife, and owner-surrendered animals brought to the shelter.
Write clear, concise memos and maintain accurate records of all transactions and interactions.
Process euthanasia and Rainbow Bridge Service requests with compassion and thorough understanding of available options.
Scan animals for microchips and transfer incoming animals safely to appropriate holding areas.
Identify and safely handle animals displaying a variety of behaviors, including aggression.
Record and report any behavioral or medical observations on incoming animals.
Ensure confiscated animals are held in accordance with city ordinances and process related release forms.
Process over the counter and in-shelter bite animals (quarantines) per current procedures.
Process over the counter bat intakes and determine if the bat needs to be sent off for rabies testing.
Support shelter operations by performing opening/closing duties and assisting with Lost & Found functions as requested.
Sell potentially dangerous and dangerous dog licenses in accordance with city ordinance.
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