Customer Support Specialist

Title: Customer Support Specialist

Departments: Customer Support


This position reports to: Customer Support Manager


The schedule for this position is Sunday through Thursday or Tuesday through Saturday.

Purpose of 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.

Essential Duties and Responsibilities

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees are required to follow any other job related duties assigned by their supervisor. This document does not create an employment contract implied or otherwise, and does not alter the "at-will" relationship.

• 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

Position Qualifications: Education, Experience, Certification, and Knowledge/Skills/Abilities

Required

• 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

Desired

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

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions within the work environment.

• High exposure to animals whose reactions to the shelter environment cannot be predicted.
• Temperatures in the shelter environment are varied, though usually moderate, and dependent on the season.
• Potential exposure to zoonotic diseases and hazardous chemicals.
• Ability to work around animals without severe allergic reactions.