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Customer Service Representative

April 09, 2014 - August 31, 2014
Location:Rancho Santa Fe, CA
Salary Range:$9.75/hour
Exempt/Non-Exempt:Non-Exempt
Employment Type:On Call
Department:Adoptions
Description:Must have Sunday and Monday availability.
Duties:Provide high quality customer service in person and on phone to effectively communicate Center policies and procedures to the public. Act as an operator for the Center, directing customers to the appropriate department or staff member for assistance. Perform receptionist functions including filling out forms, answering phones, data entry, housekeeping chores and handling finances. Respond to all phone, email and written inquiries in a timely manner. Learn dog/cat breed characteristics and companion animal behavior and be able to convey that information accurately to the public. Counsel customers who are looking to adopt a pet using adoption files and Center philosophy. Assist customers who are looking to relinquish their pets using Center policy and procedures. Work with other adoption department staff and supervisors to ensure quality customer service and a high level of animal welfare is maintained. Communicate customer service and animal welfare issues to the Customer Service Manager in a timely, accurate manner. Maintain compliance with HWAC policies and procedures. Perform all duties in accordance with established Center safety standards. Participate in Center activities and events as required. Complete other assignments as required. Represent HWAC standards of professionalism.

In addition to the duties listed above, the Center expects the following of each employee: adheres to HWAC policies and procedures; works in a safe manner; acts as a role model within and outside the Center; performs duties as workload necessitates; maintains a positive and respectful attitude; communicates regularly with supervisor about department issues; demonstrates efficient time management and prioritizes workload; consistently reports to work on time prepared to perform duties of the position; meets department productivity standards; participates in HWAC events as needed or required; and completes other duties as assigned.

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described. Rather, they are intended only to describe the general nature of the job.
Qualifications:The following is not intended to be a comprehensive list of the essential functions of this position, but rather a general description of some of the requirements necessary to carry out the duties and responsibilities of this position. The employee must be able to perform the following tasks, among others:

High school degree or equivalent required. One year previous customer service experience preferred. Must possess excellent verbal and written communication skills along with a high level of attention to detail. Basic familiarity with cat/dog breeds, behavior and general husbandry preferred. Must possess strong interpersonal and customer service skills along with professionalism, courtesy, tact and sound judgment. Ability to work well under pressure and handle multiple tasks simultaneously. Must possess basic computer skills. Ability to work closely with cat and dog dander.

Employee must demonstrate ability to work effectively with others (including co-workers, customers, and others) by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables and issues; and addressing problems and issues constructively to find mutually acceptable and practical business solutions.

Employee must demonstrate regular and consistent attendance and punctuality.

PHYSICAL REQUIREMENTS OF THE POSITION:
When a physical requirement is described as rarely, it means less than 5% of the shift is spent in this activity; occasionally means 6% - 33% of the shift is spent in this activity; frequently means 34% - 66 % of the shift is spent in this activity; continuously means 67% or more time during a shift is spent in this activity.

Though work assignments may vary from day to day, this position typically requires: fine hand manipulation for typing or data entry using a computer keyboard continuously; and the ability to walk, stand and sit frequently. The daily responsibilities of this position require the ability to bend and reach below shoulder height frequently; lifting objects under 10 lbs occasionally; carry objects under 10 lbs frequently; and pulling objects under 10 lbs occasionally. The position also requires the ability to reach above or at shoulder level rarely.

A more detailed analysis of the physical requirements is attached.


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