Lead Customer Support Specialist

Title: Lead Customer Support Specialist

Departments: Customer Support 

This position reports to: Customer Support Manager                    

This position supervises: Customer Support Specialist

Purpose of Position: 

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.

Essential Duties and 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, 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

Lead Responsibilities (in addition to duties above and Lost & Found duties)

• Responsible for opening and closing the shelter
• Balance and close out all check and credit card terminals daily; ensure that all Customer Support Specialists have balanced individual cash drawers
• Responsible for daily change over list of animals
• Verify all data entry by Customer Support Specialists is accurate for microchip forms
• Merging of all duplicate animal and person files
• Handle customer service complaints when the Customer Support Manager is not available
• Ensure all confiscated animals have been held in accordance with city ordinances and complete release forms for such animals
• Sell all potentially dangerous and dangerous dog licenses in accordance with city ordinance
• Process all over the counter and in-shelter bite animals (quarantines) per current procedures
• Process all over the counter bat intakes and determine if the bat needs to be sent off for rabies testing
• Assist in hiring, training, promoting, and supervising Customer Support staff 
• Responsible for initial and on-going training of Customer Support personnel
• Assure that all Society procedures are carried out by Customer Support personnel
• Motivate all Customer Support personnel to meet and exceed standards and assist in helping personnel solve work-related problems
• Assist with the preparation of work schedules and expedite workflow
• Responsible for distribution of incoming mail into individual mailboxes
• Responsible for distribution of incoming faxes into individual mailboxes

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

Required

• High school diploma or equivalent
• Must be 19 years or older
• Minimum 3 years customer service
• Computer experience, ability to learn proprietary software, general clerical skills
• Must possess maturity, good judgement, a professional manner and the ability to work within a team
• Ability to work with animals without allergic reaction
• Effective written and verbal skills
• Able to lift up to 50lbs
• Able to stand/walk for the majority of the shift
• Ability to multitask and work under pressure

Desired

• Self-motivated
• Reliable
• Team player
• Detail oriented
• Ability to take initiative

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions within the work environment.

• The noise level in the office environment is usually quiet, though barking or whining of animals may be escalated at certain times in certain areas of the building.
• High exposure to animals whose reactions to the shelter environment cannot be predicted.
• Temperatures in the shelter environment are varied, though usually moderate, and dependent on the season. 
• Potential exposure to zoonotic diseases and hazardous chemicals.
• Ability to work around animals without severe allergic reactions.