Customer Support Specialist

Nebraska Humane•Omaha, NE

11d•Onsite

About The Position

The Customer Support Specialist is responsible for accommodating the various needs of the public in a compassionate manner while remaining professional and knowledgeable about the services we provide. Collaborate with other departments as needed in order to facilitate the common goal of serving the animals and the public.

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 the majority of the shift

Nice To Haves

Self-motivated
Reliable
Team player
Detail oriented
Ability to take initiative

Responsibilities

Represent NHS in a professional compassionate manner
Greet, assist and direct the public
Ability to multitask and provide effective customer service to large numbers of people
Perform accurate data entry using proprietary software for customer service and other departments within the agency
Process pet licenses and update customer files accurately
Maintain and balance individual daily cash drawers; handle large sums of money
Accept monetary and non-monetary donations from the public
Register the public for all NHS offered community classes and services, dog obedience classes, Camp Kindness, Pet Avocation, applications, Breeders Permits, Feral Cat Colony Applications, volunteer applications, foster care applications, etc.
Assist public with euthanasia requests and Rainbow Bridge Services by offering compassion and knowledge of available Rainbow Bridge packages
Assist customers with and process adoptions
Assist the Adoption Department with counseling as needed
Resolve customer complaints in person and on the phone
Intake and process all over the counter stray animals, wildlife and owner surrendered animals that are brought into the shelter
Intake and process all over the counter animals brought in from outside agencies, rescues, etc.
Impound animals back to owners who can provide proof of ownership per individual city ordinances, charging appropriate fees, etc.
Educate the public on city ordinances and proper care of animals
Write clear, concise memos
Scan incoming animals for a microchip and transfer all incoming animals into carriers when able
Be able to identify aggressive animals and handle various behaviors accordingly
Record and report any behavior and/or medical observations on incoming animals
Complete customer Lost and Found reports and walk the public through the stray kennels
Perform follow up calls to customers with current Lost/Found reports
Based on departmental needs this position may also be trained for assisting with Opening/Closing duties of the shelter and the Lost and Found desk as needed.
Preform any other duties as may be assigned by the Customer Support Manager