Customer Service Specialist

Title:                              SPCA Cincinnati Front Desk Clerk

Department:                Kennel

Position Reports to:   Senior Operations Manager

FLSA Status:                Non-exempt

Purpose of Position:  To adopt out our animals to loving qualified homes.  Responsible for customer service activities associated with the adoption of animals and/or donations.  Greets visitors, answers questions, and provides assistance and/or direction as to public concerns and assist delivery personnel.  Maintains records associated with front desk activities.  Promotes the policies and procedures of the Humane Society in a positive manner to visitors, staff and volunteers.

Responsibilities:

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, other than an “at-will” relationship.  We reserve the right to change its contents at any time.

• Adopting out available animals to customers. This involves customer service, paperwork, and vast amounts of attention to detail; including, verifying the medical record and microchip of every animal that is adopted before it leaves the facility. Responsible for collecting fees and completing necessary forms associated with adoptions, the sale of dog license, the sale of retail items, and special events.
• Redeeming lost animals back to their owners. This involves customer service, paperwork, and vast amounts of attention to detail; including, verifying the identity of the animal and the person, assuring that the animal belongs to that person before it leaves the facility. A Clerk is responsible for issuing any fees and citations that the owner of the animal is to receive and/or pay. Responsible for collecting fees and completing necessary forms associated with adoptions, the sale of dog license, the sale of retail items, and special events.
• Calling another department, requesting an animal to be shown or released from its cage.
• Answering the telephone. This involves a great deal of customer service. A Clerk is responsible for answering basic questions, fielding telephone calls, recording and filing lost or found animal reports, as well as recording and forwarding animal well-being calls for the dispatcher. Responds to questions about specific animals and adoption process. 
• Cleaning and organizing the both front lobby area (Kitty City) and the restrooms.
• Contacting adopters after the adoption has taken place and fielding any issues or concerns that the adopter may have about his or her new pet.
• Responsible for printing and hanging the cage cards on all adoptable animals.
• Represents the organization in a professional manner and provides knowledgeable information to the public.
• Responsible for handling of financial transactions and daily accountability and balancing of receipts.
• Other duties as assigned.

People Care

People and animals are the key focus to fulfilling our mission.  Making internal and external patrons and their needs a primary focus is expected in all situations.  This position interacts with and collaborates with employees at all levels of the organization.  Communication occurs through face to face, telephone, and electronic interactions and may also include contact with the general public and SPCA Cincinnati business partners.  Communication and contact must be clear, understandable, cooperative, professional and respectful in all circumstances.  Employees are expected to actively support a positive team environment, directly address conflict and appropriately express concerns.

Competencies

Competencies are work behaviors and expectations necessary for successful job performance.  They encompass knowledge, skills, abilities, attitudes and actions.  Organizational competencies apply to all jobs at the SPCA Cincinnati, position competencies are specific to this position.

Organizational Competencies

• Accountability Attention to Detail            Decision Making
• Flexibility Initiative                                     Integrity
• Leadership Managing Resources              Result Oriented
• Teamwork Technical Expertise                 Time Management

Position Qualifications: Education, Certification and Knowledge/Skills/Abilities

Required

• Demonstrate excellent oral and written communication skills and ability to follow instructions as given in either form.
• Ability to handle stressful and/or difficult situations as presented by visitors, staff and/or volunteers.
• Ability to work in environments with possible exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, traffic hazards, pathogenic substances, animal attacks and animal bites.
• Must be 18 years of age, has a high school diploma or equivalent GED, valid driving license with a clean record.
• Ability to operate a computer and knowledge of commonly associated software programs.
• Ability to work daytime, evenings and weekends as assigned.