PURPOSE OF THE POSITION
The Customer Service Representative (CSR) provides Willamette Humane Society (WHS) customers and stakeholders with professional and positive customer service, communications and social interactions. As an organizational ambassador, this position will demonstrate, mentor, and reinforce WHS values, principles, and mission-driven culture. (This is a job share position.)
DUTIES AND RESPONSIBILITIES
- Perform job duties in a positive, helpful manner.
- Respond to public inquiries via phone, email, and social media; share information to enhance the public’s knowledge of WHS mission, services, and programs.
- Receive, download, and respond to public phone inquiries from main message line.
- Provide compassionate customer service over the phone, via email, on Facebook, or in person to facilitate positive relationships between pets and people.
- Counsel customers wishing to re-home a pet to discuss potential placement options and when appropriate, schedule intake appointments.
- Counsel customers wishing to adopt a pet to discuss needs, potential matches, and assist with adoption application and processing holds as needed.
- Counsel customers considering end of life services.
- Provide resources, referrals, and suggestions for public inquiries or requests for services outside the scope of WHS.
- Support the Animal Care and Customer Care (CC) managers with public relations, customer feedback, and general communications.
- Manage a tracking system via Google forms to record call data and take notes.
- Support the Operations staff by performing intake, adoptions, and animal welfare duties as needed.
- Exercise good judgment when dealing with confidential customer information.
- Participate in and support development department activities and events as assigned.
- Perform other duties as assigned by the CC manager, or requested by shelter leadership.
CONTROLS OVER WORK
The CSR works under the general supervision of the CC manager and is expected to pursue the established duties exercising prudent discretion and judgment. Confidentiality and professionalism must be adhered to at all times.
CONTACTS WITH OTHERS
- The CSR will have regular contact with the public: customers, consumers, partners, etc. as well as WHS employees, volunteers, and vendors. Some interactions may be difficult due to the nature of customer’s needs
- May interact with veterinary clinic personnel, donors, government, law enforcement, and other related agencies;
- All contact will require tactful exchanges and a positive, professional demeanor to ensure the shelter’s positive image and integrity throughout the community.
- Confidentiality and professionalism must be adhered to at all times.
- Must work cooperatively with others.
- Works takes place mainly indoors.
- Work is often done in a time sensitive and demanding environment.
- Able to work around pets daily, within the administrative offices as well as shelter/animal care areas.
- Will have contact with animals with varying degrees of domesticity and physical condition.
- Must employ basic safety standards at all times. Will have access to, and be required to use, protective equipment such as boots, gloves, protective eye and ear wear, etc.
- This is primarily an office position, working for hours sitting at a desk using a computer keyboard/monitor, telephone, and other office equipment.
- Typical lifting requirements do not exceed 40 pounds.
- The position requires the ability to work successfully in a stressful environment.
KNOWLEDGE, SKILLS, AND ABILITIES
- Ability to read, write and speak clearly in English so that written and verbal instructions can be followed.
- Ability to speak and understand Spanish is desirable but not required.
- Knowledge of computers and related software.
- Understanding of generally accepted office practices and procedures.
- Excellent communication skills.
- Excellent customer service skills, exercising diplomacy and tact at all times.
- Strong attention to detail and accuracy.
- Ability to handle multiple tasks in a busy workplace environment.
- Knowledge of dog and cat breeds, an understanding and recognition of common diseases in animals and how to treat, and knowledge of safe procedures for handling animals and their behavioral tendencies is desired but not required.
- Knowledge or ability to quickly grasp WHS mission, key policies. and relevant procedures and communicate them to the public.
- Ability to create and sustain positive working relationships with volunteers, the public, and coworkers.
- Ability to handle challenging public interactions with patience, gentleness, and compassion.
- Must be able to follow established policies and procedures.
- Ability to learn and quickly adapt to changes in programs and procedures
EDUCATION AND EXPERIENCE
- A high school graduate or equivalent.
- Proficient with Microsoft Office, Google/Gmail, general computer usage. Skilled in basic usage (or become proficient within 30 days of hire) in Excel and PetPoint, the shelter management database.
- Previous experience with shelter or veterinary experience is desired.
Wage: Starting at $10.50 hr. DOE.
Schedule: Part-time, 20-34 hours per week. Typically between the hours of 10:00 am to 7:30 pm. Schedule may include weekends and some holidays.
Benefits: Paid time off provided after 90 days. Employee Assistance Program benefits available. A 401(k) retirement plan is available after one year of service.
To be considered for this position, a complete application package is required. There is no relocation benefit for this position.
INCOMPLETE APPLICATION PACKAGES WILL NOT BE ACCEPTEDApply Online
Due to the large volume of responses, WHS will contact only those candidates who are selected for interview.
Completed application materials received by the business office will be reviewed upon receipt. This position may close at any time.
All WHS employees are committed to the following mission-driven values:
- Positive Service to All
- Sharing Knowledge
- Collaborative Problem Solving
- Initiative and Innovation
- Accountability and Responsibility
- Safe Actions
Under the provisions of the Immigration and Reform Act of 1986, the successful candidate will be required to provide evidence of identity and eligibility for employment. WHS is an Equal Opportunity Employer that does not discriminate on the grounds of race, color, sex, religion, national origin, marital status, disability, sexual orientation, genetic profile or any class protected by law. WHS is a drug free/smoke free workplace. Employment will be contingent upon successfully passing a drug screen conducted at the Society’s expense.
He loved to hear new ideas and work on projects that improve the way Willamette Humane Society provides compassionate services to pets and people.