Call Center Representative

Description

Summary of Job:

Call Center Representative - will field incoming calls and handle them appropriately. Representative is responsible for providing optimal customer service while answering questions and interacting with callers. (Bilingual in Spanish preferred)

Essential Functions:

Respond to questions from the public over the phone

Log calls and caller information

Learn LA/SPCA protocols to answer questions effectively

Transfer out calls when necessary

Educate the public on responsible pet ownership

Promote and support the LA/SPCA’s programs and mission

Willingness and ability to learn about cat and dog behavior, common issues, and ways to address them in order to make good adoption matches and to keep animals in homes.

Maintain a professional and friendly demeanor and provide good customer service

Working courteously and cooperatively with other staff members and volunteers

Maintain confidentiality regarding all calls

Treat all animals humanely, properly, and with compassion at all times, regardless of the situation or circumstance and promoting a humane and caring attitude toward all animals.

Other duties as requested by Supervisor

Education and/or Experience:

Must have a high school diploma or G.E.D., some college preferred

One year of customer service experience preferred

Some data and analytics experience preferred

Minimum Qualifications (or skills and knowledge):

* Candidates with advanced proficiency in Spanish and English will have priority

Must be able to pass a criminal background check and pre-employment substance screening & physical

Strong interpersonal skills. Must be personable, outgoing, patient, professional, and able to get along well with a variety of people.

Must be PC and Excel proficient, and able to handle multiple tasks at one time.

Excellent written and oral communications skills.

Maturity, good judgment and a professional personal appearance.

Flexibility, ability to manage multiple tasks.

The ability to remain pleasant and calm even in stressful situations.

The ability to ask appropriate questions to gather information along with the ability to feel and show empathy for others.

Requirements

Physical Requirements:

Should not be allergic to animals; must be able to work around all animals

Working Environment:

Must be able to work in-person at the New Orleans location .

Potentially subject to animal bites and scratches

Works in an area with a high noise level.

Benefits include but not limited to:

• •Health Insurance, Life Insurance, 401K match
• •PTO and paid holidays
• •Qualification and assistance for Public Service Loan Forgiveness

Salary Range: $15.00 - $18.75 per hour (commensurate with experience)