Call Center Customer Service Specialist

1 month ago

Kansas City, United States Pet Resource Center of Kansas City Full time

About us: Since 2002, Pet Resource Center of Kansas City has delivered accessible and affordable veterinary services and pet resources, and has developed a well-earned reputation for being a trusted resource for the Greater Kansas City community. For established veterinarians we offer manageable and direct caseloads, a great support team, and a great work-life balance. We are a low-cost, high volume, non-profit that works to keep animals out of shelters and helps owners find access to veterinary care they may otherwise be unable to afford.

Summary: Accomplishes client's pet care by assessing treatment needs, identifying barriers and providing direct services through customer excellence and compassion. Provides care that is safe, timely, effective, efficient, equitable, and client-centered while ensuring the safety of staff, volunteers and clients by monitoring and enforcing processes and procedures of the Pet Resource Center with the goal of ending pet homelessness, increasing pet retention, and improving the quality of life for pets and families.

Essential Duties and Responsibilities include the following )and all other tasks and duties that are assigned):

* Answering between 45 and 65 calls per day. Assist individuals with determining what services or support they require to meet their pet's needs, educating and promoting our services, programs, philosophies, agency mission, policies, and procedures to all clients. Providing a resource or a resolution to each individual who calls.
* Serve as an education resource for pet owners and families, answer client questions, service requests, and assistance requests. Investigate each request or problem thoroughly and promptly. Communicate clearly and effectively through varying channels of communication, including but not limited to email, postal mail, phone conversations, and face-to-face dialogue.
* Build and maintain an extensive knowledge of community resources and help pet owners make informed decisions by acting as their advocate regarding their pet's health and wellness needs. Identify barriers, assess client's needs and provide consultation, support, direct assistance, information, and follow through.
* Act as a liaison to refer patients/families to veterinary partners and other resources to meet the client's and pet's identified needs.
* Actively contribute to reaching goals through completion of tasks and customer experience excellence. Process all daily paperwork and other processes essential to clinic operations with accuracy and attention to detail. Complete and maintain all necessary files, client records, patient records, and follow-ups associated with patient's treatment accurately, in a timely manner, and in accordance with company policies.
* Assume responsibility for personal growth and development, maintain and upgrade professional knowledge, and practice skills through attendance and participation in continuing education and in-service training.
* Keep all work areas clean and sanitary. Ensure organization compliance with all applicable OSHA, safety, HIPAA and confidentiality regulations. Abide by all federal, state, and local programs. (State of Missouri Department of Agriculture, State of Missouri Veterinary Board, etc.)
* Complete all other delegated tasks as needed.

Ideal candidate:

* High energy and passion for customer service.
* Outgoing personality.
* Ability to work in very high volume and fast-paced environment.
* Confident in decision-making.
* Experience in handling difficult clients or situations with a calm and kind demeanor.
* confident in computer use and typing skills.

Our Offer

* Full time starts at $15 or more or based on experience
* Health, dental, vision and life benefits options
* 3 weeks paid annual leave with flexible scheduling ability
* Paid holidays
* 401k

By now you will have realized that the Pet Resource Center of Kansas City is a genuinely unique environment and one that encourages quality and excellence in all that we do. This is very important to us, but harmony is equally important, as is ensuring a great working atmosphere where honesty through transparency builds trust. It is time for you to make the next step in your career and join us.

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