Customer Service Representative (Pet Resource Center)

Job Overview

Pet Resource Center is Hillsborough County’s public animal shelter, responsible for the care of over 15,000 cats and dogs each year. Being a high volume, highly visible department, public perception and customer service support are extremely important. As a Customer Service Representative, you will be the initial, and usually final, point of contact for customers visiting the Pet Resource Center. Customer Service Representatives ensure customers are heard and assisted from the beginning to the end of their visit. They provide high-quality customer service assisting with finding adopters the correct pet for their lifestyle, handling adoptions, tag renewals, vouchers, and pet pantry support, and ensuring customers have a great experience visiting PRC.

Starting Salary

$34,320 - $44,616

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:

• Uses office equipment and software to receive and respond to customer requests and complaints, document needs and concerns, and refer customers to other parties.       
• Establishes and updates customer records, makes account adjustments, and processes payments.       
• Demonstrates exemplary customer service skills and etiquette while communicating with customers both verbally and in writing.        
• Schedules services and/or dispatches service providers based on set parameters. Communicates with operational teams at designated times and when changes will affect work plans and/or customer needs or solutions.     
• Operates systems and software to find, verify, and enter information, distribute information or correspondence, and to track/report time spent on various tasks.
• Reconciles/updates customer accounts, funding sources, and billing systems.      
• Applies designated procedures, guidelines, tools, and resources to accomplish job duties.      
• Coordinates with other departments, organization, or service providers based on customer needs and established guidelines.        
• Follows up with customers at designated frequency, intervals or sets of circumstances to give updates, provide notification or guidance, and request information or feedback.       
• Provides customer service support or related duties when required by the Office of Emergency Management.   
• Investigates complaints, account discrepancies, and system issues. 
• Reconciles/updates customer accounts, funding sources, and/or billing systems for advanced and emergency needs.      
• May serve as team lead for other customer service representatives in the department/work unit.       
• Resolves customer service challenges that don’t fit standard solutions.   
• Performs other related duties as required.

Job Specifications

• Knowledge of standard call center operations and customer service best practices.
• Skill in the use of service-oriented phrases and techniques to achieve resolution.
• Skill in listening actively to discern customers’ needs.
• Ability to evaluate customer information to determine course of action.       
• Ability to communicate effectively both orally and in writing.       
• Ability to work effectively with others.       
• Ability to perform accurate computations and verifications of data.       
• Ability to use computer and software to quickly and accurately enter data.
• Ability to coordinate an