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Customer Service Adoption Specialist
Location:
Colorado Springs, CO
Description:
Looking to make a difference in the lives of pets and people? With an almost year-round beautiful blue sky and a scenic mountain backdrop, HSPPR is a nonprofit animal shelter serving El Paso, Pueblo, and Douglas Counties as well as the City of Centennial in the colorful State of Colorado. We employ a total of 200+ employees. We are an organization that celebrates and prioritizes diversity and inclusion. HSPPR welcomes you to apply for this exciting opportunity at our socially conscious organization. This position is expected to perform as a subject matter expert for the CS Adoptions department and is a step above the regular Customer Service Representative position. The main function of the position is to provide a 3rd level of leadership within the department. The CS Adoptions Specialist shares responsibility for controlling and organizing department productivity, accuracy, maintenance of a positive and professional culture, and for overall output of the department. This position is not responsible for providing any form of disciplinary action or performance action. The CS Adoptions Specialist is responsible for providing feedback to the Adoptions Supervisor(s) and to the Adoptions Manager for further review, consideration and action. Key Duties and Responsibilities: Acts as an Adoption and Admissions Customer Service Representative. Maintains up-to-date knowledge of duties of both department CSR positions. Provide accurate information and friendly service to the public. Ensure accurate customer service transactions. Maintain adequate knowledge of both Adoption customer service and Admissions customer service duties. The CS Admissions Specialist may be required to train new staff members in either area. Assist Adoptions Manager and Supervisor(s) with lost and found and notify owner duties. Performs opening and closing duties in the absence of, or in conjunction with, the Customer Service Manager or Customer Service Supervisor from either Admissions or Adoptions. Provide guidance to Customer Service Representatives with regard to difficult transactions. Follow and enforce all company policies and procedures using discretion, as needed. Provide feedback to the Adoptions Department Supervisor(s) and/or the Adoptions Manager about CSR productivity, accuracy and workplace attitude. Provide "floor leadership" for the Adoptions Department, ensuring that staff resources are distributed to meet the needs of the organization and its customers. Remain calm and courteous to all customers, co-workers and animals. Handle complaints or customer concerns with professionalism and good judgment and make team lead decisions in regard to these clients. Involve Supervisor(s), Adoptions Manager or Director of Shelter Operations when necessary. Communicate all issues to the Adoptions Manager and Adoptions Department Supervisor(s). Anticipate difficult situations before they arise and deal with them accordingly. Act as floor supervisor in the absence of the department supervisor or manager. Act as a role model for the department. Assist in updating and maintaining the Adoptions Department standard operating procedures. Keep the animal adoptions areas clean, uncluttered and stocked. Maintain adequate knowledge of organizational policies and procedures and be able to share this information with other Customer Service Representatives and trainees. Maintain adequate knowledge of both Adoption customer service and Admissions customer service duties. The CS Adoptions Specialist may be required to assist in either area when there are staff shortages in the department. Other: Commitment to the mission, values, goals and success of HSPPR Perform all other duties as assigned. Supervisory Duties: None Working Conditions: Because of the fast-paced and variable environment of HSPPR's Customer Service Department, The CS Adoptions Specialist must possess above-average stress coping skills and be able to relate to people of all ages and backgrounds. CS Specialists are frequently exposed to patrons that may be confused, irrational, agitated and/or uncooperative. CS Specialists are frequently exposed to animals in various stages of distress; mental, emotional and/or physical. CS Specialists must be able to work accurately around frequent interruptions. Personnel in this role may face hazards from exposure to chemicals, infections, and zoonotic diseases. Physical Demands - The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions: Normal working conditions in a business office setting. Periodically drives a HSPPR vehicle to perform duties. Frequently lifts and/or moves up to 15 pounds and occasionally lifts items up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and peripheral vision. Regularly required to use hands to handle or feel, reach with hands and arms. Specific duties of this position require the ability to talk and hear. Employees are frequently required to walk and sit. Employees may occasionally be required to stand, kneel, crouch or crawl. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, wild or aggressive animals and toxic or caustic chemicals. The noise level in the work environment is usually loud. Schedule Requirements: Required to work occasional evenings and weekends and be available as needed to meet the needs of the organization. Education/Experience Necessary: 6 months of customer service experience and high level of proficiency and accuracy utilizing Chameleon software and in department policy and procedure. The applicant should be self motivated, intuitive and have excellent time management skill. Required Skills: High School Diploma, GED or equivalent preferred. Must be able to communicate effectively, both orally and in writing. Experience with Microsoft Office and Chameleon a plus. Possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers and/or co-workers. Ability to add and subtract. Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form. Ability to manage problems involving several variables in standardized situations. Ability to apply critical thinking to a situation in an effort to apply the best possible solution/outcome. The core values of the staff unite us and guide us to provide the best service to the animals in our care, our organization, and our community. Core Values Statements- Compassion: We believe that animals matter. We are committed to treating animals and people with kindness, respect, and compassion. Stewardship: We are accountable and transparent in our actions and in the use of our resources to build trust in those we serve. Integrity: We believe we can make the greatest impact by staying true to our mission, always doing what is best for the animals and people of our community, and by standing united in our decisions. Excellence: We are passionate about our mission, and strive for excellence through continual learning, innovation, and the development of our board, staff and volunteers. Collaboration: We seek strategic partnerships and alliances to advance the welfare and protection of animals and people. Service: We exist to serve our communities and operate with this commitment to serve as front and center in all we do. Job Posted by ApplicantPro
Company:
Humane Society Pikes Peak Region
Posted:
January 25 on ApplicantList
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More About this Listing: Customer Service Adoption Specialist
Customer Service Adoption Specialist is a Customer Service Customer Service Representative Job at Humane Society Pikes Peak Region located in Colorado Springs CO. Find other listings like Customer Service Adoption Specialist by searching Oodle for Customer Service Customer Service Representative Jobs.
Customer Service Adoption Specialist is a Customer Service Customer Service Representative Job at Humane Society Pikes Peak Region located in Colorado Springs CO. Find other listings like Customer Service Adoption Specialist by searching Oodle for Customer Service Customer Service Representative Jobs.