customer service representative
1/2 6-Apr-15 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 · · · · · · · · · · · · · · · · · · 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 · · DUTIES AND RESPONSIBILITES ADMINISTRATION · · · · · · · · · 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 2/2 6-Apr-15 ADOPTIONS · · · · · · · · · 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 · · · · · · 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
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