call taker - Colorado Springs, CO, United States - Humane Society Pikes Peak Region

Description

Looking to make a difference in the lives of pets and people? With an almost year-round beautiful blue sky and a scenic mountain backdrop, HSPPR is a nonprofit animal shelter serving El Paso, Pueblo, and Douglas Counties as well as the City of Centennial. We employ a total of 200+ employees. We are an organization that celebrates and prioritizes diversity and inclusion.

The Call Taker assists all Humane Society customers in an efficient and professional manner, primarily those requiring assistance by phone. The Call Center Administrative Support Specialist will answer incoming calls for both the Colorado Springs shelter and the Pueblo Shelter. They will answer questions for the public when possible and transfer calls to the appropriate department or individual when necessary. The Call Center Administrative Support Specialist will work cohesively with all departments of the organization.

Key Duties and Responsibilities

• Provides accurate and timely information to HSPPR customers by phone. Will be responsible for incoming and outbound calls in this capacity.
• Live answer internal and external calls. Respond to any calls that go to voicemail by close of business.
• Provides accurate and timely information to HSPPR customers in person when needed.
• Maintains an up-to-date knowledge of Adoption and Admissions Customer Service Representative procedures at both the Colorado Springs and Pueblo locations.
• Assists HSPPR customers with interpretation and understanding of general operating procedures and continually promotes responsible pet ownership.
• Maintains current knowledge of HSPPR general operating procedures so that incoming calls are resolved by the Call Center Administrative Support Specialist whenever possible.
• When unable to resolve incoming inquiries, transfers to the appropriate person/department.
• Understands and promotes Humane Society programs, services and development.
• Obtains and carefully documents all essential information in animal and/or person records for review by other departments when needed.
• Communicates clearly and concisely.
• Remains calm and courteous to all customers, co-workers and animals.
• Handle complaints or customer concerns with professionalism and good judgment. Involve Call Center Supervisor, Dispatch Team Lead or ALE Administrative Manager when necessary.
• Communicates all issues to the Call Center Supervisor or ALE Administrative Manager.
• Anticipate difficult situations before they arise and deal with them accordingly.
• Act as a role model for the department.
• Keep Call Center and Dispatch areas clean, clutter free and stocked.
• Provide appropriate and constructive feedback to other Call Center Call Takers on a peer-to-peer level.
• Assist community partners (veterinarians, ER clinics, crematory) with animal receiving and/or disposition issues as needed.
• Assist with training new Call Center staff and volunteers. Provide Call Center Supervisor, ALE Administrative Manager, and Volunteer Services Manager with volunteer progress reports and updates as needed. Be willing to provide volunteers with appropriate and constructive feedback if required.
• Maintain professionalism (attendance, punctuality, dress, actions, and speech) in all internal and external interactions.
• Provide compassionate care and services for customers in various emotional states. Provide grief counseling resources as needed.

Other

• Commitment to the mission, values, goals and success of HSPPR.
• Appropriately documents observed animal behaviors utilizing objective language as required in relevant procedures and/or policies.
• Perform all other duties as assigned.

Supervisory Duties

None

Education/Experience Necessary

• Ability to effectively read, write, interpret, communicate, perform basic problem solving, and perform basic math as commonly expected from completion of a High School Diploma or Equivalent Education.
• Six months of customer service experience required.
• High level of proficiency and accuracy utilizing Chameleon software preferred.
• Strong knowledge of HSPPR and ALE department policy and procedure is preferred.

Required Skills:

• Must be able to communicate effectively, both orally and in writing.
• Experience with Microsoft Office and Chameleon software preferred.
• Possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers and/or co-workers.
• Ability to add and subtract.
• Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to manage problems involving several variables in standardized situations.
• Ability to apply critical thinking to a situation in an effort to apply the best possible solution/outcome.
• Must be self-motivated, intuitive, and have excellent time management skills.

The core values of the staff unite us and guide us to provide the best service to the animals in our care, our organization, and our community.

Core Values Statements-

• • Compassion: We believe that animals matter. We are committed to treating animals and people with kindness, respect, and compassion.
• • Stewardship: We are accountable and transparent in our actions and in the use of our resources to build trust in those we serve.
• • Integrity: We believe we can make the greatest impact by staying true to our mission, always doing what is best for the animals and people of our community, and by standing united in our decisions.
• • Excellence: We are passionate about our mission, and strive for excellence through continual learning, innovation, and the development of our board, staff and volunteers.
• • Collaboration: We seek strategic partnerships and alliances to advance the welfare and protection of animals and people.
• • Service: We exist to serve our communities and operate with this commitment to serve as front and center in all we do.