Lead Customer Support Specialist

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Non-Exempt Full-Time Omaha, NE, US

Salary Range: $22.31 To $22.31 Hourly

Departments: Customer Support

This position reports to: Customer Support Manager

This position supervises: Customer Support Specialist

The schedule for this position is Sunday through Thursday.

The overall duties of the Customer Support Lead position consist of two general duties. These duties are; providing support for other Customer Support Specialists and ensuring the quality of the customer service experience.

The Customer Support Lead is responsible for overseeing the accountability of customer service representatives during their shift. The Customer Support Lead will act as a resource for company processes, procedures and best practices.

The Customer Support Lead will also ensure that the customer receives timely, professional and rewarding interaction. The Customer Support Lead will exemplify the model employee through their knowledge and execution of the company’s processes, procedures and best practices.

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees are required to follow any other job related duties assigned by their supervisor. This document does not create an employment contract implied or otherwise, and does not alter the “at‑will” relationship.

• Represent the Nebraska Humane Society (NHS) in a professional compassionate manner
• Greet, assist and direct the public
• Ability to multitask and provide effective customer service to large numbers of people
• Perform accurate data entry using proprietary software for customer service and other departments within the agency
• Process pet licenses and update customer files accurately
• Maintain and balance individual daily cash drawers; handle large sums of money
• Accept monetary and non-monetary donations from the public
• Register the public for all NHS offered community classes and services, dog obedience classes, Camp Kindness, Pet Avocation, applications, Breeders Permits, Feral Cat Colony applications, volunteer applications, foster care applications
• Assist public with euthanasia requests and Rainbow Bridge Services by offering compassion and knowledge of available Rainbow Bridge packages
• Assist customers with and process adoptions
• Assist the Adoption Department with counseling as needed
• Resolve customer complaints in person and on the phone
• Intake and process all over the counter stray animals, wildlife and owner surrendered animals that are brought into the shelter
• Intake and process all over the counter animals brought in from outside agencies, rescues, etc.
• Impound animals back to owners who can provide proof of ownership per individual city ordinances, charging appropriate fees, etc.
• Educate the public on city ordinances and proper care of animals
• Write clear, concise memos
• Scan incoming animals for a microchip and transfer all incoming cats into carriers when able
• Be able to identify aggressive animals and handle various behaviors accordingly
• Record and report any behavior and/or medical observations on incoming animals
• Complete customer Lost and Found reports and walk the public through the stray kennels
• Perform follow up calls to customers with current Lost/Found reports
• Based on departmental needs this position may also be trained for assisting with Opening/Closing duties of the shelter and the Lost and Found desk as needed.
• Preform any other duties as may be assigned by the Customer Service Director