Customer Care Partner

Customer Care Partner

Under the direction of the Customer Care Manager, the Customer Care Partner (CCP) provides an excellent customer experience for all stakeholders. Welcomes members of the public in person and on the phone at the front desk and provides knowledgeable answers and support, processes intakes and adoptions, and assists with animal care to ensure a healthy environment. May help other departments, including medical and behavior, as needed.

A CCP will be a detail-oriented and non-judgmental team player who is energized by contact and conversation with people.

The Role:

What You'll Do

• Provide prompt and courteous service to all callers and visitors on a wide variety of topics including St. Hubert's programs.
• Greet all incoming visitors in a welcoming and professional manner.
• Perform daily duties and responsibilities including answering phones, computer data entry, providing resources to the public.
• Assist with dog field trips as needed.
• Ensure cleanliness and organization of front desk and lobby area.
• Provide prompt, courteous service to customers inquiring about shelter policies and programs.
• Resolve customer service complaints, questions or concerns, under the supervision of the Customer Care Manager.
• Ensure office and printer/copier supplies are ordered, replaced as needed and stocked.
• Read and respond to St. Hubert's email daily and respond in a timely fashion.
• Record and forward phone messages to other departments.
• Provide reports as needed to the Customer Care Manager.
• Report on maintenance/repair issues to the Customer Care Manager and Facilities Department via Upkeep system.
• Assist St. Hubert's volunteers as needed.

About You:

Skills & Qualifications

• Exemplary customer service skills and knowledge of the best practices, techniques or procedures.
• Exceptional attention to detail and organizational skills with the ability to multitask.
• Highly motivated and creative with experience and a passion for connecting with current and future clients.
• Able to work well under pressure, in emotionally charged situations, and handle confrontation politely and professionally while finding a solution.
• Ability to positively interact with colleagues, coworkers, and community members from widely varied backgrounds with integrity and honesty throughout all facets of the position, always maintaining confidentiality.
• Reliability, a high level of integrity, and punctuality are essential.
• Ability to exhibit sound judgment and handle confidential matters.
• Ability to follow direction and work effectively, both independently and in a team environment.
• Excellent written and verbal communication skills; bilingual is a plus.
• Phone and computer literacy with proficient use of programs including Microsoft Office programs, email, internet and database management software.
• The ability to be a team player with a positive, can-do and proactive approach, like working in a fast-paced environment.
• Love of animals and ability to interact with them in a calm, non-threatening manner.
• Knowledge of and ability to handle domestic, exotic, and wild animals preferred. Knowledge of and ability to handle restraint, handling techniques, and general animal safety practices preferred.
• Ability to manage emotional aspect of work in an animal shelter environment in a positive professional manner.
• Passion for St. Hubert's mission, and for caring for all animals regardless of age, breed, temperament, or species, and supporting and educating members of the public, free of judgment or bias.
• Ability to possess and maintain a valid driver's license in good standing.

Qualifications – Education & Experience

• Minimum of 18 years of age.
• Basic familiarity with computers, MSWord, MS Outlook, and Microsoft Office.
• Minimum 1 year of progressively responsible and hands-on experience in customer/client service environment.

Where You'll Work:
Physical Requirements & Work Environment

• Ability to lift 50 pounds unassisted regularly, 50+ pounds assisted.
• Regularly sits at a computer station and operates electronic equipment.
• Ability to perform strenuous physical activity daily, including but not limited to lifting and carrying, reaching, stooping, squatting, and bending. Regularly moves about the facility to coordinate work. Typically stands, bends, stoops, and crouches while working special events.
• Ability to be comfortable working with cats, dogs, small animals, reptiles, fish, and wildlife.
• Due to the nature of shelter work, they may be exposed to deceased, fractious, or aggressive animals; common allergens;…