What are the responsibilities and job description for the Customer Service Agent position at Spay Neuter Network?
As a high-volume organization providing services to over 50,000 pets annually, we need a strong, dynamic and experienced customer service specialist. Our 5-representative Customer Service Center completes 4,000-5,000 calls each month. To be a successful Customer Service Agent, you should be customer-focused, detail oriented, and efficient. We are looking for someone who is polite, reliable, knowledgeable, adaptable, and driven to by a desire to help people and their pets.
Skills/Experience:
- At least 1 year of customer service experience is preferred.
- Candidates must be computer experienced in Microsoft suite and Google suite of products.
- Candidates must be available to work Monday – Friday between the hours of 7 am-6 pm and weekends, if needed.
- Bilingual (English/Spanish) is preferred but not required.
- Strong active listening and verbal communication skills.
- Excellent interpersonal skills and flexibility in working with people.
Essential Functions/Responsibilities:
- Basic cross-training to develop an understanding of Clinic Customer Service, Wellness Clinic, Surgery Veterinary Clinic, and Community Engagement and Resources departments.
- Handle a high volume of inbound and outbound calls in a timely manner.
- Promoting and delivering customer service excellence with a friendly and compassionate attitude.
- Assisting clients by estimating costs of services, referrals to other pet resources and setting spay / neuter appointments.
- Problem solve with pet owners on solutions to help their pets.
- Actively participating in reaching department service goals by meeting and/or exceeding assigned service and call quotas, excellent customer service, efficiency, etc.
- Communicating clearly through varying channels including but not limited to email, phone conversations and face-to-face dialogue.
- Must be able to communicate basic veterinary concepts to clients and be able to accurately relay information provided by a veterinarian.
- Answering client questions and inquiries thoroughly and promptly.
- Must be able to multitask and manage time efficiently.
- Must be able to work under stressful conditions and work efficiently and effectively under those conditions.
- Must have the ability to rapidly and accurately process information.
- Must have the ability to cope with frustrating situations and remain calm.
- Maintain clean and organized work areas.
- Protect the confidential information on customers and donors.
- Be punctual on work and break times.
- Must be able to work occasional weekends for special events or other irregular hours as required for business needs
- Additional job-related tasks as assigned.
Physical Requirements:
- Ability to sit for long periods of time.
