Telephone Customer Support

Save to Favorites

The Humane Society receives a large number of calls and messages daily, from patrons and the public, especially our Admissions and Adoptions departments. Volunteer Customer Service Representatives are the first point of contact for many patrons and the public, providing professional and timely assistance with inquiries, answering incoming calls, retrieving voicemail messages and returning calls.

Responsibilities

Managing a large number of inbound calls, voicemail messages in a timely manner, following standard operating procedures and utilizing FAQs and other resources. Identifying callers’ needs, providing information, and transferring calls as necessary.

Qualifications

• Previous experience in a customer support role
• Strong phone and verbal communication skills
• Familiarity with multi-line phones and basic computer operating systems
• Customer focus and adaptability to different personality types and cultural backgrounds
• Ability to multi-task, set priorities and manage time effectively
• Knowledgeable (or ability to learn) about Humane Society services and other local resources related to animal care (training and support provided)
• Problem-solver who can work independently and utilize strong listening, speaking and decision-making skills
• The ability to work in a sometimes fast-paced environment as well as initiative to stay busy during slow periods
• Comfort addressing various types of complaints and concerns with tact and professionalism
• Positive attitude in challenging situations

This can be a challenging role. Customers may be upset for a variety of reasons, short on patience and difficult to work with. Volunteers must be thick-skinned and savvy. There are positives, of course, but it's not all sweetness and light just because animals are involved.