Pet Support Services Call Center Specialist

The Animal Foundation•Las Vegas, NV

4d•Onsite

About The Position

Responsible for community relations and animal related social services, communicating through the use of phone, email, and text messaging. These communications involve but are not limited to scheduling appointments, instructing finders of found animals, assisting owners who have lost their pet, answering general questions, providing counseling for pet owners, making referrals to programs, providing educational material, and maintaining detailed records of all interactions.

Requirements

Equivalent to a High School diploma.
One (1) year of customer service experience.
One (1) year of clerical or administrative experience.
Knowledge of principles and practices of customer service.
Knowledge of basic practices of reviewing person and animal documents for completeness and accuracy.
Knowledge of standard office practices and procedures, including filing and the operation of standard office equipment.
Knowledge of record keeping principles and practices; basic computer applications related to the work.
Knowledge of techniques for dealing effectively and professionally with co-workers and the public, in person, over email, text, and over the telephone.
Proficiency in MS Word, MS Excel, Google Chrome, Chameleon, Google Apps, scheduling software, and other basic computer related skills.
Knowledge of correct business English, including spelling, grammar and punctuation.
Skill in customer service and telephone etiquette in a high volume setting.
Skill in working well under pressure in a very fast paced, stressful environment, while maintaining a calm, helpful, professional manner.
Skill in projecting a positive, upbeat and personable demeanor.
Skill in attention to detail and multitasking.
Skill in gathering and compiling information; preparing accurate reports and summaries.
Skill in dealing tactfully and effectively with staff, volunteers and the general public.
Skill in understanding and following oral and written directions.
Skill in use of business software and associated computer hardware.
Skill in communicating effectively in oral and written forms.
Skill in working without close supervision in standard work situations.
Skill in contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
Skill in communicating, relating and interacting with a variety of individuals from various socioeconomic, ethnic and cultural backgrounds, in person and over the telephone, often where relations may be confrontational or strained.

Nice To Haves

Proficiency in speaking Spanish, as well as English. Proficiency in Spanish is preferred.

Responsibilities

Represent The Animal Foundation in a professional, polite, and enthusiastic manner.
Communicate in a professional, respectful manner verbally, as well as in writing through emails, text messages, memos, and other documents to support the operations of the department.
Provide information, assistance, and direction in a respectful, kind, helpful manner to internal and external customers/staff as required.
Answer incoming phone calls.
Return any voicemail messages, emails, or text messages throughout the work day and make follow-up calls, prior to leaving at the end of the day.
Answer customers’ questions and provide accurate information about The Animal Foundation’s policies and procedures, while attempting to meet the specific needs of each guest.
Have conversations with pet owners regarding options for rehoming or surrendering their animals, which can be very emotional, and must be handled with understanding and empathy.
Provide counseling, information and resources to pet owners in an effort to help them keep their pet in their home (including the KEPPT program “Keeping Every Person & Pet Together).
Assist pet owners with requests for supplies such as food, litter, veterinary services, pet deposits etc. to prevent owner surrenders.
Provide recommendations and referrals to both internal and external programs or organizations in an effort to assist pet owners.
Advise the public on how to report a lost or found animal, and give direction as to next steps needed to help reunite animals and owners.
Enter and maintain detailed records of all interactions (phone, email, text) into Chameleon software (and other software as required).
Accurately enter and/or confirm personal information and animal information for all interactions/contacts into Acuity and Chameleon.
Review and make contact with pet owners who submit requests online for an owner surrender appointment.
Accurately schedule appointments for owner surrender appointments and found animal drop-offs by phone, email, or text using Acuity.
Wear company uniform shirts and otherwise dress appropriately and professionally to project a positive image to the public, following the current TAF Uniform Policy each day.
Contribute to the efficiency and effectiveness of the organization’s service to its customers by offering suggestions and participating as an active member of a work team.
Other duties as assigned