Customer Service Specialist

POSITION OVERVIEW

The Customer Service Specialist will report to the Customer Service Manager and will support all front-of-house services - answering phones and emails; adoptions; clinic administration; intake; public inquiries; administrative tasks, donation distribution; retail sales. All customer service specialists are considered generalists, and therefore able to competently accomplish all customer service & intake responsibilities assigned to the department.  

Customer Service Specialists will promote a friendly and professional environment where emphasis is placed on quality care, safety, education, compassion, efficient and

collaborative teamwork. The goal is to work cooperatively with other departments and volunteers to achieve successful adoptions and to achieve a low Length of Stay (LOA) for all animals.

All responsibilities are to be carried out in accordance with The Palm Springs Animal Shelter 

standards, policies, and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: 

• Implement all customer service, intake, safety and disease abatement procedures and protocols as provided to you by the Shelter management team. Help volunteers to do the same. 

• Assure that customer communications are processed accurately, efficiently, and in a timely manner. Responsibilities include, but not limited to: walk-ins, answering phones, checking each extension with a voicemail, and monitoring and responding to emails.

• Using the Opening and Closing Customer Service Checklist provided to you, prepare the shelter for daily operations. This responsibility will include, but is not limited to: making sure the lobby is clean and orderly, preparing and reconciling cash boxes and receipts, gathering/preparing other supplies and reports, unlocking/locking public doors, cleaning and organizing the intake office, distributing donations/bringing in donation bins, etc. 

• Work with other departments to assure that each animal available for adoption is properly located, identified, and recorded with up-to-date information to support the animal’s adoption. 

• Complete all administrative duties on a timely basis. Responsibilities include, but are not limited: replenish adoption folders, scan medical documents, assist with licensing when needed, track inventory and organize general office supplies (pens, printer paper, envelopes, printer ink, staples, etc.). Alert procurement manager when supplies are running low. 

• Implement animal adoption protocols and procedures as set forth by the Palm Springs Animal Shelter. Maintain a welcoming physical and experiential environment that causes each adoption to be celebrated.

• As requested by management and based on business needs, process the intake of all animals by providing intake counseling, in-take information and upload documents in real time through ShelterLuv, uploading photos of animals, along with other responsibilities needed at time of intake. Intakes include: strays, owner surrenders and DOA’s. Work effectively with Animal Control and/or Police Officers.  

• Observe health and behavior of all animals admitted to the Shelter via Intake, and report any animal health issues and/or needs to appropriate departments. Exhibit a humane and caring attitude at all times towards the animals in our care, and the humans that bring them in. 

• Use a humane and safe approach in all handling and restraint of animals, striving to maintain safety and security for the animals, staff, volunteers, and the public.

• Maintain a clean, orderly and safe work environment throughout the lobby and customer service areas.

• Process donations. Bring in bins and distribute donated items to the appropriate areas.  

• Maintain accurate and timely animal records in the Shelter database (ShelterLuv). 

• Resolve customer service issues to the best of your abilities, and escalate unresolved issues to management.

• Help to implement and support Shelter clinics, including, but not limited to making appointments and subsequent reminder calls. 

• Process cash and credit card donations, as well as retail sales. 

• Help to train and/or assist customer service volunteers as needed. 

• Process incoming deliveries, and mail (if needed or requested by Bart). 

• May be asked to participate in adoption and community outreach events.

• Ability to work a flexible schedule which includes evenings, weekends and holidays.

• Other duties as assigned.

STANDARDS OF CONDUCT

• Leadership – Maintain a positive, upbeat role, promote and exemplify Shelter values and represent departmental objectives and interests to internal and external customers.
• Customer Service – Follow up on complaints, questions, and concerns; respond to internal/external customer needs in a friendly, timely and efficient manner.
• Teamwork - Develop and promote teamwork and cooperation among co-workers.
• Safety – Comply with established safe work practices and attend to all safety-related training provided or made available by the Shelter.
• Other duties as assigned.

QUALIFICATIONS – To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Fluent in both English and Spanish is required. 

• High School Diploma or equivalent is required. 
• One year of animal-related experience is preferred. 
• Minimum one year of customer service and/or office administration experience needed. 

Required Technical / Other Skills and Abilities

• Computer skills including Google tools, MS Word, Excel, and PowerPoint software.  Experience with ShelterLuv is a plus. 
• Ability and willingness to learn new computer software and database programs.
• Ability to use phone systems, including transferring calls, paging, voice mail.
• Ability to perform basic mathematical-related tasks, including counting cash and reconciling payments and receipts.
• Ability to maintain confidentiality.
• Ability to work under the pressure of constantly changing priorities, unanticipated urgent demands, and multiple tasks.
• Competency in organizing tasks, documents and materials with efficiency and accuracy.
• Excellent communication skills - both spoken and written. Ability to independently compose letters, memos, reports, and other written communication materials for a variety of audiences using correct spelling, grammar, punctuation, text editing, and proofreading skills.
• Ability to work a flexible schedule including evenings, weekends, and holidays. 

Required Licenses/Certifications

• None

PHYSICAL DEMANDS – 

Most assigned duties require extensive use of computers and phones. Lots of sitting; minimal standing. Ability to communicate clearly. 

CONFIDENTIAL INFORMATION – This position may have access to confidential information – Employee personnel files and other employee information, and volunteer records.

Salary : $20