Shelter Customer Service Specialist

Customer Experience Specialist

Department: Shelter

Classification: Full Time, Non-Exempt

Job Relationship: Reports to Shelter Director

Position Summary: The Customer Experience Specialist is responsible for coordinating and conducting customer service activities of Rescue Village's shelter department. The person in this position works with shelter department staff to ensure customer satisfaction in the shelter department programs. This position also coordinates Rescue Village’s low cost spay/neuter program for owned pets and assists with other shelter department programs as assigned

Revised: 1/13/2025

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Essential Job Functions:

• Answers phone calls from the public directing them to the appropriate people or services.
• Responds to voicemails, emails and other web-based inquiries and ensures they are responded to promptly or are forwarded to the appropriate Rescue Village staff.
• Coordinates adequate coverage of welcome desk greeters during public hours.
• Works to ensure information provided to the public about Rescue Village’s programs aligns with Rescue Village’s approved language.
• Helps always maintain “best practice” customer service
• Promptly escalates challenging customer service situations to the Shelter Director or their designate.
• Responsible for all aspects of customer services for the low cost spay-neuter program for owned pets, including, scheduling appointments, fielding phone calls and emails, conducting onsite check-in and check-out, and collecting payment for services, etc.
• Maintains tight two-way communication with the Shelter Director about all customer service operations.
• Works with the Shelter Director to implement programs that ensure good customer service as assigned.
• Always represents Rescue Village in a professional and courteous manner.
• Follows and promotes Rescue Village’s core values as outlined in the Employee Manual
• Other duties as assigned by the Shelter Director or the Executive Director

Qualifications:

• High School diploma, associate degree, college degree or equivalent required.
• Four (4) years of customer service experience preferred.
• Must possess a valid Ohio Driver’s License and insurable driving record.

Knowledge and Skills:

• Excellent verbal and written communication skills are required
• Strong attention to detail
• Ability to work effectively under pressure and multitask as needed
• Ability to work with a computer using Windows software
• Ability to use web-based databases preferred
• Ability to follow standard operating procedures
• Detail-oriented and able to take direction
• Able to prioritize and perform duties efficiently and effectively
• Committed to Rescue Village’s mission

Working Conditions

Work is performed constantly in an animal shelter that operates seven days per week with exposure to animals, including some with questionable health and temperament concerns, high noise levels, zoonotic diseases, harsh weather conditions, and cleaning agents. Frequently uses computers and other office equipment operate. Occasionally, shelter cleaning and animal care functions are performed as assigned. Occasionally lifts to 50 pounds. This person must be able to modify their schedule to meet the shelter department’s operational needs.

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 will be required to follow any other job-related duties required by their supervisor. This document does not create an implied employment contract other than an “at-will” relationship.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: 40 – 45 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Evening shift

Application Question(s):

• Are you able to work Saturdays?

Experience:

• Customer service: 4 years (Required)

Work Location: In person

Salary : $18 - $20