Description: The Customer Service Team Lead’s main responsibility will be to oversee and support the day-to-day operations of the customer service department. You will play a critical role in providing exceptional service to our shelter visitors, potential adopters, and volunteers while assisting the Customer Service Manager in various tasks.
Duties and Responsibilities:
Customer Service Representative Duties: Perform all duties as described in the Customer Service Representative job description, including responding to inquiries, processing adoption applications, scheduling appointments, and ensuring a positive customer experience.
Contacting Appropriate Managers: Act as a point of contact for major issues that may arise during customer interactions. Contact the appropriate managers, report the issues promptly, and follow their directions for resolution.
Task Prioritization: Demonstrate exceptional organizational skills and the ability to prioritize tasks and responsibilities effectively. Ensure that urgent matters are addressed promptly while maintaining a high level of service across all aspects of customer service.
Handling Customer Complaints: Partner with the Customer Service Manager to handle customer complaints and concerns with empathy and professionalism, aiming to find satisfactory resolutions while upholding the shelter's policies and guidelines.
Assisting in Staff Training: Collaborate with the Customer Service Manager to train new staff members, ensuring they receive comprehensive training and are well-prepared for their roles.
Managing Customer Service Staff: Work in conjunction with the Customer Service Manager to supervise and support the Customer Service Representatives in their daily tasks and responsibilities. Provide guidance, feedback, and motivation to maintain a positive and productive team environment.
Decision-Making Skills: Differentiate between major and minor issues, using sound judgment to make appropriate decisions independently when necessary, and escalating matters when required.
Delegation and Follow-Up: Delegate tasks to Customer Service Representatives and ensure that assigned tasks are completed efficiently and accurately. Follow up on the progress of delegated tasks and provide necessary assistance and guidance.
Interdepartmental Collaboration: Collaborate with other departments within the shelter to ensure cohesive and efficient operations. Foster positive working relationships to promote teamwork and achieve shared objectives.
Performance Reviews: Provide valuable input to the Customer Service Manager for conducting 90-day and yearly performance reviews for Customer Service Representatives. Recognize achievements, identify areas for improvement, and contribute to the professional development of the team.
Qualifications:
· All qualifications previously described in the Customer Service Representative job description.
· Availability to work weekends.
· Previous experience in customer service, with experience leading a team.
· Excellent communication and interpersonal skills, with a strong ability to handle customer complaints and concerns with diplomacy and tact.
· Demonstrated ability to prioritize tasks, manage time efficiently, and work in a fast-paced environment.
· Problem-solving mindset and the capacity to make effective decisions independently.
· Strong team player with the ability to work collaboratively with other departments.
· Proficiency in using customer service software, databases, and Microsoft Office applications.
· A passion for animal welfare and a genuine desire to contribute to the shelter's mission.
Working Conditions:
The successful applicant must have the ability to work in a fast-paced, noisy environment with frequent interruptions. Work schedule may require occasional evenings, weekends, and holidays. Position is classified “non-exempt.” Speaking, hearing, seeing and manual dexterity are required. The physical demands of the position include sitting, walking, and long periods of standing. There will be the need for stooping, kneeling, reaching and occasional lifting, carrying, pushing, and pulling of 50 lbs. or more. There will be exposure to numerous animals, their body fluids and excrement, as well as to their related diseases. There will also be exposure to potentially dangerous equipment, chemicals and drugs required to handle, clean, and treat animals.
Candidates will be required to submit to a criminal record check. Open investigations for, or convictions related to, certain offenses (such as, animal abuse, child abuse, theft, and drug related crimes) may prevent the applicant from being hired. The above statements are intended to describe the general nature and level of the work being performed by people assigned this position. They are not to be construed as an exhaustive list of job duties performed by personnel so employed.
Pay: $15.00 - $16.00 per hour
Benefits:
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
- Are you available to work weekends? (This is a requirement of the job)
- What is your email address?
- What are your preferred pronouns?
Work Location: In person
