*Note: This is a subsidized employment position available through Workforce Solutions Capital Area. All candidates will be considered after program eligibility is confirmed.*
BSU Consultant -Kim Griffin
Title: Customer Service Specialist
Employer: Austin Pet's Alive! Location: 1156 West Cesar Chavez, Austin, TX, 78703
Compensation: $16.00/hr
Schedule: 40 hours/ week
BRIEF POSITION SUMMARY/OVERVIEW: As we continue building our reputation as the most responsive, solutions-oriented, animal welfare organization in southern and central Texas, we must be responsive and accessible to our community. Customer service specialists will regularly be the first point of contact, and through their help answering questions and solving problems, they will set the expectation for and encourage repeat transactions.
ESSENTIAL FUNCTIONS:
? Promptly respond to customer inquiries via email, phone, live chat, and social media channels.
? Liaise with colleagues or managers to find the best solutions to customers' issues.
? Remain up-to-date on all customer-facing department policies, protocols, and
communication channels.
? Identify common problems and escalate them to management, along with possible suggestions for improvement, wherever possible.
? Maintain a polite, helpful, and professional manner at all times.
? Obtain and share customer feedback with colleagues and other departments so that processes and services can be improved.
? Assist with receiving and tracking in-kind donations.
? Familiarize yourself with new processes and services as they are introduced.
? Track and report data monthly including volume and types of communications, response times, etc.
OTHER FUNCTIONS:
? Attend and participate in all required training sessions and meetings
? Maintain open and consistent communication with Program Manager or designee, supervisor, and other colleagues.
? Partner with Volunteer Managers to learn about the volunteer programs and manage volunteers interested in your department on an ongoing basis.
? Able to react to change productively and perform other related duties as assigned.
? Able to work evenings, weekends, and holidays as needed.
? Able to work in a high volume, fast-paced, high-stress environment.
QUALIFICATIONS, SKILLS, & EXPECTATIONS:
? Demonstrated ability to respond appropriately under pressure.
? Sound judgment and excellent problem-solving skills.
? Positive attitude and the ability to build effective relationships with clients.
? Superb written and oral communication skills.
? Strong computer literacy, including the use of internet-based applications, email, and Google Workspace applications; experience with help desk software is a plus.
? Fluency in English and Spanish desired.
? Able to collect and analyze data in order to make informed decisions.
? Must embody APA!'s core values of innovation, respect, drive, resourcefulness, and inclusion.
? Commitment to APA!'s customer experience expectations.
? Willing and committed to working well with volunteers and staff in all roles.
PHYSICAL JOB REQUIREMENTS:
? Prolonged periods of working on a computer
? Must be able to focus in a loud and busy environment despite distractions
? Must be able to visually observe people and animals from up to 150 feet away
? Will sit, stand, walk, talk, hear, stoop, bend, stretch, squat, kneel, grasp, grip, put fingers together firmly and reach above and below shoulder level, lift and/or carry up to 20 pounds and push and pull up to 50 pounds for situations of moving supplies; repetitively use hands to operate computers; flex the neck upward and downward; twist the neck and the waist.
WORK ENVIRONMENT:
? Standard office environment, with exposure to environmental conditions that include working with and near animals
? Occasional after-hours or weekend work as required to support program needs
? Work is normally performed inside; some outside work is required
NOTE: No employee placed through the subsidized employment program will be allowed or expected
to have any contact with animals as a condition of employment.