Customer Service Specialist

Job Title: Customer Service Specialist
Department: Veterinary Services
FLSA Status: Non Exempt: Part-Time
Reports To: Veterinary Clinic Manager

SICSA is looking for personable and professional customer service specialists who love helping both people and pets. Excellent customer service skills are a must, as well as attention to detail and a love for working in a fast-paced environment.

General Scope:
The Customer Service Specialist is responsible for working with clients bringing in their owned, recently adopted, or foster pets for veterinary care. The Customer Service Specialist will ensure all customers have a positive experience, whether calling on the phone, e-mailing, or visiting in person.

Major Responsibilities:

· Greeting customers, engaging with the public, and providing high quality customer service

· Checking and responding to e-mail and phone within 48 hours of being received

· Scheduling appointments for veterinary clinics services, including public spay/neuter, wellness, and foster medical and surgical appointments.

· Answering phones 90% of the time during business hours, operating the cash register, and assisting with administrative tasks

· Assisting customers with animal-related concerns related to veterinary clinic services and processes, but must also be familiar with SICSA intake processes, lost and stray animals, and pointing people to available pet-related resources

· Accurate record-keeping and database use.

· Communicating difficulties, problems, and potential improvements using the appropriate process and/or chain of command.

· Embody the “One Pack” principle; welcoming, supporting, guiding, and maintaining positive relationships with all pack members; including paid and unpaid team members, clients, visitors, and donors.

· Adjusting employee invoices and upholding employee veterinary benefits agreements

Specific Qualities and Job Skills:

· Strong interpersonal skills

· Ability to navigate conflict and deal with high stress situations calmly

· Excellent written and oral communications skills

· Affection for animals and a concern for their well-being; basic knowledge of dog and cat care and behavior, and willingness to learn additional information

· Compassion for people and a concern for their well-being

· Strong initiative and ability to work with minimal supervision and direction

· Computer literacy and knowledge of working with programs like Microsoft Office, Google Suites, and shelter database software

· Maturity, good judgment, and a professional attitude

· Volunteer engagement advocate; ability to work side-by-side with volunteers to help leverage volunteers and their skills to successfully help deliver on SICSA's mission

· Enthusiastic about team work; ability to work well with staff, volunteers, donors, and the general public to promote SICSA's philosophy and goals

Physical Requirements

· Physical ability to walk and/or stand on your feet throughout a normal workday required

· Physical ability to engage in repetitive motions of legs, arms, and hands; to hear, to see, and to move animals and goods

· Allergic conditions, which would be aggravated when handling or working with animals, may be a disqualification

Other Requirements:

· High school diploma, plus two years of work or volunteer experience with the public

· Experience with animals is a plus, but willing to provide training for the right person

· Must be willing to handle a variety of animals, temperaments, and sizes

· Availability: SICSA is open seven days a week and weekends are often required

· Ability to read, write, and understand English

· Must have a valid driver's license and good driving record as defined by SICSA's current insurance carrier

· Must have a philosophy that is consistent with the Mission, Vision, and Core Values of the organization

Job Type: Part-time

Pay: From $15.75 per hour

Expected hours: 30 per week

Benefits:

• 401(k)
• Flexible schedule
• Paid time off

Shift:

• 10 hour shift
• Split shift

Work Location: In person

Salary : $16