JOB TITLE: CUSTOMER ENGAGEMENT SPECIALIST

Full Time, Non-Exempt

REPORTS TO: Shelter Operations Director

Schedule is Tuesday - Saturday 8:00-5:00

POSITION SUMMARY

Our Customer Engagement Specialist (CES) is responsible for providing welcoming, non judgmental, attentive customer service to all NCAL clients. This is demonstrated by using knowledge and proficiency in all aspects of NCAL’s operations, thorough communication and education, and dedication to the shelter’s client service success and the organization’s mission. The CES is responsible for ensuring consistent, high quality client services for the Pet Adoption Center.

The Customer Engagement Specialist is personable, confident, and a level headed individual that can handle many different types of situations in the Pet Adoption Center. They must be comfortable talking with people, working with computers, using phone systems, strong written communication skills, and able to multi-task throughout the day. The CES will interact with potential adopters, owners surrendering their pets, community members who have found stray animals, Animal Control Officers, other animal shelters, volunteers and donors.The Customer Engagement Specialist is a professional who plays a crucial role in managing and improving the interactions between NCAL and its customers.

ESSENTIAL CUSTOMER CARE FUNCTIONS

● Greets customers in a timely and professional manner

● Manages the Pet Adoption Center phone line including answering incoming calls and responding to messages;

● Manages the Pet Adoption Center Email including responding to emails or forwarding emails to the appropriate department or person;

● Responds to Social Media messages involving the Pet Adoption Center;

● Maintains the incoming waiting list and relays general information to the public about NCAL’s intake procedures;

● Participates in the intake procedure for Stray and Owner Surrender animals including all paperwork, donations, and information about the intake process;

●Directs potential adopters on the adoption process;

● Receives community donations and acknowledgement forms

● Other duties as assigned

ESSENTIAL ANIMAL CARE FUNCTIONS

● Assists in morning and afternoon animal care duties as needed

ESSENTIAL ADOPTION FUNCTIONS

● Assist with adoptions as needed

● Other duties as assigned

Job Type: Full-time

Pay: From $18.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Experience:

• Customer Service: 2 years (Preferred)

Work Location: In person