HUMANE SOCIETY OF PINELLAS
Customer Service Specialist
Job Description: The Customer Service Specialist is responsible for processing adoptions, answering and directing incoming phone calls, and listening/responding to voicemails. The Customer Service Specialist must adequately understand and effectively communicate the Humane Society of Pinellas’ protocols and policies, as he/she is often the first Society representative with whom customers interact.
Qualifications:
o Exceptional customer service skills required. Experience in a customer service related field preferred.
o Comfort handling all companion animals, including but not limited to dogs, cats, rabbits, ferrets, rodents, and birds.
o Ability to communicate effectively with staff, volunteers and HSP clients.
o Ability to stand and/or walk for long periods of time, work outdoors and lift 40 pounds or more.
o Familiarity with PetPoint Animal Management Software a plus.
Job Responsibilities:
o Provide exceptional customer service to the public, volunteers, and other staff members at all times.
o Greet all customers upon arrival and direct them towards the appropriate department or area of interest.
o Accurately and completely process adoptions, holds, and return to owners.
o Review all adoption paperwork, policies and contracts with adopters.
o Encourage adopters and visitors to participate in the Society’s services, such as low-cost clinic, vaccinations, grooming, behavior counseling, etc.
o Assume responsibility of own cash drawer for each shift and settle transactions at shift end.
o Answer incoming phone calls in a timely manner and promptly direct caller to the appropriate department based on need.
o Retrieve and return voice messages promptly.
o Politely refer patrons to other organizations, as appropriate.
o Accurately record monetary and in-kind donations according to established procedures.
o Maintain adoption office area in an organized and aesthetically pleasing manner.
o Ensure security of main office building and property prior to closing each night.
o Ensure all property visitors and contractors sign in at the adoption desk to maintain security and safety.
o Assist with the HSP Retail Store’s success, including achieving sales goals, assisting with inventory management, purchasing and marketing.
o Cross-train (which may involve regular department coverage) in the admissions department to understand the protocols and procedures, so clients can be better assisted in all areas of HSP.
Other
o Handle monetary transactions accurately and securely.
o Maintain adoptions lobby in a neat and aesthetically pleasing manner. This includes daily sanitation of floors, emptying of garbage containers and cleaning bathrooms.
o Participate in staff and department meetings and training opportunities.
o Be prepared to assist in any disaster affecting HSP.
o Honor confidentiality of shelter business.
o Stay up to date with all procedure and policy changes.
o Follow and promote to the public all HSP policies and philosophies.
o Handle animals humanely and safely at all times.
o Demonstrate a high quality of work standards and work ethics.
o Perform other related duties as assigned by the supervisor, veterinarian, and Director of Operations.
Pay Scale: $9/hour
Immediate Supervisor: Lead Customer Service Specialist
No job description or policy of the Humane Society of Pinellas may be interpreted to allow any employee, volunteer, or representative to violate local, state, or federal law.
Updated August 12, 2016