Customer Care Center Specialist; Bilingual

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Full-time Regular Lone Star, Dallas, TX, US

This position is Supervised by:
Supervisor, Customer Care Center

This position Supervises/Manages:
None

• Function comfortably in a fast-paced, performance-based call center environment where any call can be monitored and assessed.
• Ability to carry out several tasks at the same time
• Answer incoming calls from branch offices and assist customers with specific inquiries
• Make outbound calls to remind customers of scheduled appointments
• Field questions from potential customers regarding SPCA of Texas accounts, services, products, fees, website information and branch offices.
• Reply to customer inquiries in a courteous, efficient and professional manner providing a high level of personalized customer service
• Search for and enter information, moving between two or more open browser windows on the desktop, while also on the phone
• Report daily activity
• Must ensure all email requests and voicemails are responded to by end of day
• Must ensure all clinic appointments are confirmed two days in advance
• Maintain and prepare daily reports
• Send out mass emails to various email groups
• Review customer emails and write timely, professional responses to inquiries or route emails to appropriate department for review and response
• Keep up with data integrity
• Must meet/exceed monthly performance measures
• Actively engage with volunteers in such a way that provides support for our volunteers and staff and proactively improves our volunteer program.
• Be an ambassador for the SPCA of Texas, sharing the work and mission with your friends and family and be knowledgeable of the various ways to support our work.
• Demonstrate the Core Values of the SPCA of Texas.

• Scheduling clinic appointments based on availability and information available from the client regarding the clinic need.
• Scheduling admitting appointments based on availability and information available from the client regarding the type of animal being surrendered

• Making sound, quick decisions based on available information
• Technical difficulties with phone network.

• Demonstrate the Core Values of the SPCA of Texas
• Must be a professional representation of the SPCA of Texas, as they are often the first encounter the public has with the organization.
• Must be able to accurately field basic questions regarding SPCA of Texas services and programs. Personal opinions, treatment recommendations, possible diagnoses, etc. are prohibited.
• Must ensure all email requests and voicemails are responded to before 5:00 daily.
• Must ensure all clinic appointments are confirmed two days in advance before leaving.
• Must meet/exceed monthly performance measures.

• Must demonstrate the Core Values of the SPCA of Texas on and off the job.
• Two years experience in a high volume call center setting
• Must be bilingual
• Two years of college preferred
• Strong telephone communication and interpersonal skills due to the heavy phone use this job entails.
• Effective verbal and written communication
• Organize, prioritize and manage multiple tasks
• Set and meet deadlines
• Work autonomously and perform well under pressure
• Detail-oriented and resourceful
• Ability to work in a fast-paced environment, maintaining energy through often-times repetitive tasks
• Ability to keep information confidential.

• N/A

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is regularly required to use hands to fingers, handle, and talk…