Customer Support Specialist

Title: Customer Support Specialist 

Departments: Customer Support 

This position reports to: Customer Support Lead / Customer Support Manager 

Position Summary

The Customer Support Specialist plays a key role in providing a welcoming, compassionate, and professional experience for all visitors and community members. This position serves as a vital connection between the public and the organization’s mission by facilitating customer transactions, processing animal intakes, and ensuring accurate recordkeeping.

The ideal candidate is empathetic, detail-oriented, and thrives in a fast-paced environment while balancing excellent customer service with the welfare of animals. Collaboration with other departments is essential to achieving the shared goal of serving both the animals and the public effectively.

Essential Job Functions

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This document does not create an employment contract implied or otherwise and does not alter the “at‐will” relationship.

Customer Support

• Serve as the first point of contact for customers in person and by phone.
• Provide exceptional customer service to a high volume of visitors while maintaining professionalism and composure and empathy.
• Represent the organization in a manner that promotes trust, inclusivity, and community support.
• Resolve customer complaints promptly and courteously, ensuring a positive outcome whenever possible.
• Perform accurate data entry using proprietary software for Customer Support and other departments. 
• Fully utilize Waitwhile for customer check-in.
• Process pet licenses, update customer files, and ensure accurate recordkeeping.
• Register participants for community classes, events, and services such as dog obedience training, Camp Kindness, Breeders Permits, Feral Cat Colony applications, and volunteer/foster programs.
• Assist customer in making Lost or Found Reports through Petco Love Lost. 
• Assist members of the public during kennel lost walks.
• Return animals to verified owners per city ordinances and process appropriate fees.
• Educate the public on local ordinances, shelter policies, and responsible pet care practices.
• Maintain and balance daily cash drawers; handle large sums of money responsibly.
• Accept monetary and non-monetary donations from the public.
• Assist customers with adoption checkout and general inquiries.
• Staff Animal Outfitters during all business hours.

Animal Intake & Care

• Intake and process stray animals, wildlife, and owner-surrendered animals brought to the shelter. 
• Write clear, concise memos and maintain accurate records of all transactions and interactions.
• Process euthanasia and Rainbow Bridge Service requests with compassion and thorough understanding of available options.
• Scan animals for microchips and transfer incoming animals safely to appropriate holding areas.
• Identify and safely handle animals displaying a variety of behaviors, including aggression.
• Record and report any behavioral or medical observations on incoming animals.
• Ensure confiscated animals are held in accordance with city ordinances and process related release forms. 
• Process over the counter and in-shelter bite animals (quarantines) per current procedures.
• Process over the counter bat intakes and determine if the bat needs to be sent off for rabies testing.
• Support shelter operations by performing opening/closing duties and assisting with Lost & Found functions as requested.
• Sell potentially dangerous and dangerous dog licenses in accordance with city ordinance.
• Submit Fix Duplicate Id’s in Chameleon (Merge requests)

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

Required

• High school diploma or equivalent
• 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 most of the shift.
• Ability to multitask and work under pressure.
• Willingness to adjust to sudden change in workflow.

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.

• 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.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The Nebraska Humane Society provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, status as a veteran, or any other protected category, in accordance with applicable federal, state and local laws. 

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.