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JOB DESCRIPTION
GENERAL INFORMATION:
Position Title
CUSTOMER SERVICE REPRESENTATIVE
Reports to
Executive Director
Document History
Amended April 6th, 2015
POSITION FUNCTION:
The CUSTOMER SERVICE REPRESENTATIVE (CSR) provides excellent customer service
in a professional, friendly, helpful and efficient manner to the organization, clients, public
and the community.
He/she is responsible for all daily clerical operations of the QHS outlined in the CSR job
description and is to maintain an organized, positive, safe and clean environment for
employees, volunteers, visitors and animals.
QUALIFICATIONS
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OSSGD or equivalent
Previous clerical/administrative/customer service training or experience
Working knowledge of Computers
Working knowledge of Windows and MS Office
Knowledge of Pet Point software an asset
Excellent written, oral and interpersonal communication skills
Excellent time management and organisational ability
Energetic team player who works well under pressure and in stressful situations
Empathetic, genuine, open minded and flexible
Must not have allergies limiting or affecting exposure to animals
Able to multi-task, learn and apply new information quickly
Professional appearance, positive, friendly demeanour
Demonstrate high ethical and moral standards
Ability to follow specific instructions and keen attention to detail
Ability to maintain confidentiality
Ability to remain calm and professional in emotionally charged situations
Ability to work in a fast paced environment, with continuous change
Able and willing to work flexible schedules (days, evenings, weekends, and stat
holidays) as business needs dictate
Police Clearance Certified is required
Valid “G” license and use of vehicle when required
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DUTIES AND RESPONSIBILITES
ADMINISTRATION
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Handling public inquiries, answering phones, reviewing and handling all phones
messages (voice mail) receiving and responding to all emails
Animal intake
All office/clerical work, filing, computer work i.e. MS Office, Pet Finder Program
Office management
Co-ordination and organizing all visitors to the shelter
Co-ordination and scheduling all volunteers to ensure adequate coverage for the
shelter
Keeps and maintains records of receipt books, logbooks, cash & remittance
Encourages and handles donations and memberships
All other duties as required
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ADOPTIONS
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Assist the public with inquiries regarding adoptions
Working with the Kennel Attendant(s) for approval/rejection and informs the
applicant of the decision and reasons
With the assistance of the Kennel Attendant(s)/Managers he/she ensures adoptive
family is adequately informed of the history and needs of the animal, including
follow-up care and/or rehabilitation requirements
Implement and maintain a call back program for the adopted animal and
recommends measures to correct (i.e. refer to trainer/vet etc.)
With the assistance of the Kennel Attendant(s)/Manager he/she will provide
information to adopters and/or foster caregivers
Conducts adoption reference checks and documents results
Responsible for ensuring the adoptions database is maintained
Ensure documentation is available and updated on each animal. This information
must be maintained and remain on the animals file
All other duties as required
ADDITIONAL RESPONSIBLITIES
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Assisting with animal intake
Assist Manager with end of day closing, ensuring that facility is properly secured and
animals are safely in their enclosures
Implementing and supporting the Quinte Humane Society’s mission goals and
initiatives in the local community
Adhering to employment and operations policies and procedures as established by
the Board of Directors of the QHS
Adhering to all Health and Safety work practices as outlined in the Occupational
Health & Safety Act
All other duties as required