Pet Support Services Call Center Specialist

FLSA: Non-Exempt (hourly) REVISED: June 5, 2023

REPORTS TO: Pet Support Services Supervisor

SUPERVISES: None

Position Summary:

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.

Essential Duties and 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.

• Apply 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 customer service experience.

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

License & Certification Requirements: None

Required Knowledge and Skills:

Knowledge of:

• Principles and practices of customer service.

• Basic practices of reviewing person and animal documents for completeness and accuracy.

• 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, over email, text, and over the telephone.

• MS Word, MS Excel, Google Chrome, Chameleon, Google Apps, scheduling software, 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 work in a typical office environment. Strength to lift and/or move materials weighing up to 10 pounds frequently, 25 pounds occasionally. Vision to read printed materials. Stamina to sit and work with a computer 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 harming 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.