Customer Service Representative - Animal Shelter

Description

For over 100 years, the Dumb Friends League has been working to end pet homelessness and animal suffering by providing a strong and steadfast voice for those who cannot speak for themselves. As the largest community-based animal welfare organization in the region, we care for more than 20,000 homeless pets and horses each year at our four facilities and are a national model in animal welfare. This opportunity is located at our Leslie A Malone Center in Denver.

Purpose of Position: Provide exceptional customer service to our patrons, ensuring a smooth and orderly flow of patients through the hospital. This position works directly with underserved community members and their pets to provide high quality, affordable veterinary care for sick and injured pets.

Responsibilities

• Assist with front desk and lobby cleaning and maintenance.
• Accurately enter patron payments and create end-of-day reports.
• Assist with educating patrons on basic hospital information and procedures.
• Contribute to and lead initiatives to improve processes and procedures.
• Ensure patron check-in and discharge processes are smooth and efficient.
• Provide professional and compassionate service in an urgent care setting.
• Manage hospital calendar by accurately scheduling, confirming, and canceling appointments.
• Maintain front desk equipment and supplies.
• Prepare, update and maintain electronic patient and client records through our veterinary practice management software.
• Serve as the first point of contact for patrons, and as such responsible for setting a positive tone in a variety of situations.
• Answer phone calls professionally, courteously and in a timely manner.
• Maintain professional and courteous demeanor in challenging/stressful situations

People Care

People are the key to fulfilling our mission. Making internal and external patrons and their needs a primary focus is expected in all situations. This position interacts with and collaborates with employees at all levels of the organization. Communication occurs through face to face, telephone, and electronic interactions and may also include contact with League business partners. Communication and contact must be clear, understandable, cooperative, professional and respectful in all circumstances. Employees are expected to actively support a positive team environment, directly address conflict, and appropriately express concerns.

Competencies

Competencies are work behaviors and expectations necessary for successful job performance. They encompass knowledge, skills, abilities, attitudes, and actions.

Organizational competencies apply to all jobs at the League; position competencies are specific to this position.

Organizational Competencies

• Initiative
• Flexibility
• Technical Expertise
• Managing Resources
• Leadership
• Time Management
• Teamwork
• Attention to Detail
• Integrity
• Decision Making
• Accountability
• Results Oriented

Position Competencies

• Communication Skills
• Analytical Thinking
• Conflict Management

Work Conditions And Physical Requirements

Handle animals of various sizes, weights, and temperaments. Subject to animal bites or scratches. Work performed in high noise level areas. Exposure to cleaning chemicals, fumes, dust, animal dander, and feces. Physical efforts may occasionally require bending, stooping, standing, climbing stairs, and walking.

Full Time Benefits – Please visit our website for a comprehensive list of all offered benefits.

• And more!
• Holiday Pay
• League-paid Life and Short-Term Disability Insurance
• Flexible spending accounts
• 401(k)
• Paid Time Off (PTO)
• Benefits (medical, dental, and vision)

Schedule: 10 hour shifts, 4 days a week. Weekend availability required.

Compensation: $20.00 - $20.90 per hour +$1 per hour language differential (starting pay commensurate with market, experience, and equity)

Requirements

Position Qualifications:

Knowledge/Skills/Abilities

• High attention to detail
• Strong desire to serve under resourced communities with respect and compassion
• Strong interpersonal communication skills
• Ability to work in a team environment

Required

• Experience: One year of customer service experience
• Education: High school diploma or equivalent

Desired

• Experience working in a veterinary clinic or similar environment
• Working knowledge of current veterinary practices
• Bilingual speaking both English and Spanish