Customer Service Analyst (Pet Retention)

Job Overview

Performs front-line customer service duties with heavy emphasis on problem-solving, networking with community partners to provide solutions. This position is responsible for providing options to the public who wish to relinquish pets while maintaining a positive and non-judgmental attitude, as well as the evaluation and processing of animals into the shelter system. Position works in an Animal Intake Office with face to face, phone, and computer interactions with customers facing sometimes difficult pet ownership situations. Advises the public on and utilizes a combination of social services and available resources and tools to help resolve customer issues and offer solutions for customers to keep their pet at home instead of relinquishing him/her to the shelter. 

Starting Salary

$36,732 - $47,756

Benefits

Click HERE to view our Benefits at a glance.

Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

• Schedules services and/or appointments with pet owners based on set parameters. Communicates with internal/external agencies to arrange assistance to resolve customer needs or solutions. 
• Makes initial assessment of animals to determine the needs of pet owners for rehoming, housing, a medical evaluation and/or any other assistance required in order to keep pets at home; as well as knowing the urgency of required assistance through knowledge and interaction with the pet owner. Handles pet owner information discreetly. 
• Develops action plans daily to assist disadvantaged pet owners on resolving their issues and retaining ownership of their animals through available assistance programs and improving community pet ownership. 
• Develops community partnerships with agencies that may be able to provide items or services needed to assist pet owners in the community. 
• Establishes and updates customer files for each case. Inputs records, makes notes, and creates files for each pet/customer. Reports any issues to supervisor/manager that could impact the quality of services to our customers.
• Ensures a safe and clean environment within the Pet Resource Center. 
• Interact with, train, and engage volunteers on customer service best practices, procedures, and guidelines. 
• Assists with restraining animals during medical intake occasionally. May help with evaluating animals for admission through medical and temperament screening. 
• Resolves issues that require in-depth investigations and diplomacy to prevent or stop escalation. 
• Follows up with customers, operations teams, and management to provide updates, notification of trends, or guidance, and request information or feedback. 

• Coordinates with other departments (internal and external) or service providers to verify information and to obtain or share documentation. 

   

• Provides customer service support or related duties when required by the Office of Emergency Management.     
• Performs other related duties as required.

Job Specifications

• Skill in counseling others and using community resources and educational tools to improve pet ownership. 
• Skill in the application of crisis intervention techniques. 

• Skill in the use of service-oriented phrases and techniques to achieve resolution. 

   

• Skill in interviewing, in a conversational manner, citizens to help identify needs and deficiencies. 
• Ability to work effectively with others. 
• Ability to collect, org