Customer Service Representative
|November 01, 2015 - December 28, 2015|
|Location:||Rancho Santa Fe, CA|
|Employment Type:||Part Time|
|Description:||Some weekend availability is required|
|Duties:||DESCRIPTION OF DUTIES:|
Provide high quality customer service to adoptions department clients and all other visitors at all times. Effectively communicate Center policies and procedures to the public in a positive manner. Promptly respond to all communications, including face to face contacts, phone calls, email, voice mail, written communications and faxes. Perform customer service duties, including maintaining electronic and hardcopy files accurately and completely, and completing and promptly filing all required materials. Under the direction of adoptions department management, develop, plan and execute approved, creative adoptions client promotions and department marketing activities such as the annual H4TH theme and display wall and marketing for long term pets. Collaborate as directed with PR, Social Media and Community Events on programs and campaigns to draw attention to our adoptable pets. Learn dog/cat breed characteristics and companion animal behavior, stay current on the characteristics and restrictions of our current adoptable inventory, and be able to convey that information accurately to the public. Counsel clients who are looking to adopt a pet while always adhering to Center protocol, and perform adoptions quickly, completely and accurately. Assist customers who are looking to relinquish their pets using Center policy and procedures. Work with adoption department staff and supervisors to ensure quality customer service and a high level of animal welfare is maintained at all times. Communicate customer service and animal welfare issues to management in a timely, accurate manner. Maintain at all times compliance with Center policies and procedures. When scheduled, act as an operator for the Center, directing customers to the appropriate department or staff member for assistance. Perform all duties in accordance with established Center safety standards. Participate in Center activities and events as required. Complete other assignments as required. Represent Center standards of professionalism at all times.
In addition to the duties listed above, the Center expects the following of each employee: adheres to Center 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 Center 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.
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.
90% of this job is conducted indoors under office conditions and 10% is conducted outdoors.
Helen Woodward Animal Center is a smoke-free environment. Smoking is not permitted in any HWAC building or vehicle.
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