Customer Service Specialist - Sharonville Campus

Title:                              SPCA Cincinnati Customer Service Specialist - Sharonville

Department:                Adoptions

Position Reports to:   Adoptions Manager

FLSA Status:                Non-exempt

Purpose of Position:  To adopt out our animals to loving qualified homes.  Responsible for customer service activities associated with the adoption of animals and/or donations.  Greets visitors, answers questions, and provides assistance and/or direction as to public concerns and assist delivery personnel.  Maintains records associated with front desk activities.  Promotes the policies and procedures of SPCA Cincinnati in a positive manner to visitors, staff and volunteers.

Responsibilities:

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 are required to follow any other job related duties assigned by their supervisor.  This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.  We reserve the right to change its contents at any time.

• Greeting every customer that comes to our Sharonville shelter kindly and engaging them to figure out how we can help them, verbally and sometimes physically guiding them to the locations and/or people that they are looking for.
• Directing customers to fill out an Interaction Waiver before going back into animal areas.
• Working closely with Kennel Technician staff to organize meet-and-greets with adoptable dogs. Customer Service Specialists are responsible for reviewing basic information about the behavioral and medical histories of any dogs that customers wish to meet before requesting that a Kennel Technician gets the dog out for them to meet.
• Utilizing our shelter software to maintain records of animals and adopters.
• Adopting out available animals to customers. This involves vast amounts of attention to detail; including verifying the medical record and microchip of every animal that is adopted before it leaves the facility. Responsible for collecting fees and completing necessary forms associated with adoptions, the sale of dog licenses, the sale of retail items, and special events.
• Contacting adopters 2 weeks after the adoption has taken place and fielding any issues or concerns that the adopter may have about their new pet.
• Answering the telephone. This involves a great deal of high-quality customer service. A Customer Service Specialist is responsible for answering inquiries about SPCA Cincinnati’s processes and services, transferring calls to other departments as necessary. Voicemails must also be checked and called back throughout the day.
• Conducting basic housekeeping tasks in the shelter’s front lobby area, upstairs office area, front desk, restrooms, and other non-animal areas as assigned. Keeping a tidy and organized work area at all times.
• Cleaning the cages and room of small animals that are up for adoption at the shelter. This could include guinea pigs, rabbits, and rarely ferrets.
• Representing the organization in a professional manner and provides knowledgeable information to the public.
• Securely handling financial transactions and balancing receipts and transacitons at the end of the day.
• Other duties as assigned.

People Care

People and animals are the key focus to fulfilling our mission.  Making internal and external patrons and their needs a primary focus is expected in all situations.  This position interacts with and collaborates with employees at all levels of the organization.  Communication occurs through face to face, telephone, and electronic interactions and may also include contact with the general public and SPCA Cincinnati business partners.  Communication and contact must be clear, understandable, cooperative, professional and respectful in all circumstances.  Employees are expected to actively support a positive team environment, directly address conflict and appropriately express concerns.

Competencies

Competencies are work behaviors and expectations necessary for successful job performance.  They encompass knowledge, skills, abilities, attitudes and actions.  Organizational competencies apply to all jobs at the SPCA Cincinnati, position competencies are specific to this position.

Organizational Competencies

• Accountability
• Attention to Detail           
• Decision Making
• Flexibility
• Initiative                                     
• Integrity
• Managing Resources
• Result Oriented
• Teamwork
• Technical Expertise                
• Time Management

Position Qualifications: Education, Certification and Knowledge/Skills/Abilities

Required

• Demonstrate excellent oral and written communication skills and ability to follow instructions as given in either form.
• Ability to handle stressful and/or difficult situations as presented by visitors, staff and/or volunteers.
• Ability to work in environments with possible exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, traffic hazards, pathogenic substances, animal attacks and animal bites.
• Must be 18 years of age, has a high school diploma or equivalent GED, valid driving license with a clean record.
• Ability to operate a computer and knowledge of commonly associated software programs.
• Ability to work daytime, evenings and weekends as assigned.