Customer Service Greeter

Position Summary:

Responsible for community relations and guest services, which include but are not limited to working with the public in person or over the phone, scheduling appointments, answering general services questions, and completing general TAF paperwork.

Essential Duties and Responsibilities:

• Meets and greets all guests in a friendly, helpful, courteous, and professional manner as they arrive, and/or enter to use the facility.

• Receives donations and provides receipts for in-kind donations

• Provides information, assistance, and direction in a respectful, kind, and helpful manner to internal and external customers/staff as required.

• Answers customers’ questions and provides accurate information about The Animal Foundation’s policies and procedures, while attempting to meet the specific needs of each guest.

• Communicates in a professional, respectful manner verbally and in writing through emails, memos, and other documents to support the department's operations.

• Files all paperwork daily before leaving.

• Ensures that the reception area and workstations are neat and clean, including checking and stocking restrooms, throughout the day and at the end of shift, before leaving.

• Helps prevent the spread of disease by using proper cleaning protocols if any infectious pets are brought into the facility. Follows all TAF policies regarding current CDC recommendations.

• Ensures that all necessary forms and supplies are available and in adequate supply; ensures that all brochures and information packets are displayed in designated areas.

• Receives and addresses incoming telephone calls, including transferring incoming telephone calls to specific departments; including the general phone line.

• Returns any voicemail messages and emails throughout the work day and makes follow-up calls, before leaving at the end of the day.

• Assists the Adoption/Foster department and with requests for supplies such as food, litter, etc.

• Assists the KEPPT department with emergency pet food pantry resources for patrons.

• Receives in-kind donations from guests and distributes them to the proper departments, before leaving at the end of the day.

• Receives supplies/inventory and places them in their proper areas, before leaving at the end of the day.

• Wears company uniform shirts and otherwise dresses appropriately and professionally to project a positive image to the public, following the current TAF Uniform Policy each day.

• Provides information about life-saving programs

• Greets guests pleasantly and provides proper forms to guests with appointments.

• Contributes to the efficiency and effectiveness of the organization’s service to its guests by offering suggestions and participating as an active member of a work team.

• Applies the principles of The Animal Foundation’s Core Values toward the goal of bettering self, the organization, and others

• Other duties as assigned

Education and Experience Requirements:

• Equivalent to a High School diploma.

• One (1) year of clerical or administrative experience.

License & Certification Requirements: None

Required Knowledge and Skills:

Knowledge of:

• Principles and practices of customer service.

• Standard office practices and procedures, including filing and the operation of standard office equipment.

• Record keeping principles and practices; basic computer applications related to the work.

• Techniques for dealing effectively and professionally with co-workers and the public, in person and over the telephone.

• MS Word, MS Excel, Google Chrome, Chameleon, Google Apps, and other basic computer-related skills.

• Correct business English, including spelling, grammar, and punctuation.

• This position may require proficiency in speaking Spanish, as well as English. Proficiency in Spanish is preferred.

Skill in:

• Customer service and telephone etiquette in a high volume setting.

• Working well under pressure in a very fast-paced, stressful environment, while maintaining a calm, helpful, professional manner.

• Projecting a positive, upbeat, and personable demeanor.

• Attention to detail and multitasking.

• Gathering and compiling information; preparing accurate reports and summaries.

• Dealing tactfully and effectively with staff, volunteers, and the general public.

• Understanding and following oral and written directions.

• Use of business software and associated computer hardware.

• Communicating effectively in oral and written forms.

• Working without close supervision in standard work situations.

• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.

• 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.

Working Conditions and Physical Effort:

Physical ability and mobility to walk, reach with hands and arms, and bend. Ability to sit and work with a computer for an extended amount of time. Strength to lift and/or move materials weighing up to 10 pounds frequently, 25 pounds occasionally. Vision to read printed materials. Stamina to stand and work for an extended period of time. Hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Job incumbent is continuously exposed to animals, animal waste, potentially harmful cleaning chemicals, high noise, and potentially hazardous conditions, including the risk of animal bites and occasional work outdoors for extended periods of time while exposed to cold and extremely hot temperatures.

All team members work in a culture of continuous improvement and are expected to support our mission. Team members must be able to clearly articulate our goals, actively participate in outstanding customer service, and accept responsibility for maintaining our culture of philanthropy.

This job description is intended to describe the general nature and level of work expected of this position. This description is not intended to be construed as an exhaustive listing or description of all responsibilities, duties and skills required of incumbents in the job.

I have read and understand the above to be a general description of the duties, physical demands and occupational exposures of the position for which I am being hired.