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Customer Experience Specialist

3 months ago

Phoenix, United States Arizona Humane Society Full time

**_Every pet deserves a good life. We save the most vulnerable animals and enrich the lives of pets and people. Our mission is made possible with the hard work of our valued employees. _**_Named "Best Nonprofit" and "Best Place to Volunteer" by our community, _**_we offer a friendly, professional work environment with a culture that promotes innovation, compassion and excellence. _**_(_**_Video_**_)_**

**Customer Experience Specialist**

Wednesday - Sunday 10 am to 7 pm

**Position Summary**:
Our Customer Experience Specialist will act as our welcoming committee and first point of contact for visitors to our Campus. They will provide excellent customer experience to both internal and external customers. The person in this position will greet customers, answer questions, provide administrative support, and be knowledgeable on all AHS programs and services to best guide customers. This person is flexible, friendly, and excited about working in a fast-paced environment - they are solutions driven and desire to provide the best support, resources, and outcomes for our customers.

**Essential Duties**:

- Provide quality service to all patrons in a courteous, compassionate, and professional manner always striving to provide an excellent experience every time.
- Act as first point of contact for all customers entering our campus.
- Basic receptionist duties include receiving deliveries, notifying departments of deliveries, and intake of in-kind donation
- Educating potential adopters on the adoptions process, assisting visitors in navigating the campus, assisting with in-person customer escalations.
- Provide organizational knowledge and resources to customers regarding the programs and services provided by AHS and it's partners or provide additional options for the customer.
- Resolve customer concerns efficiently and effectively. Provide resources and compassionate support for customers arriving with animals in need.
- Facilitate check-in and coordination of adoption customers. Provide additional administrative support to the adoptions team, including assisting in creating online animal profiles, building adoption folders, processing adoption paperwork in Chameleon, and other duties as assigned.
- Demonstrate adaptability. Learn and follow new policies, procedures, and software.
- Keep necessary forms, pamphlets and supplies adequately stocked.
- Maintain a clean and professional-looking front lobby and desk area.
- Other duties as assigned.

**Other Duties**:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

**Qualifications and Experience**:

- Six months to one-year prior work experience in an administrative or receptionist role preferred.
- Flexible and personable with a desire to learn and help pets and the people who love them.
- Must possess excellent customer service skills and present a professional appearance and demeanor at all times.
- Must have the ability to multi-task in a busy environment. Must have excellent written, verbal, and interpersonal communication skills.

**Education / Certifications / Licenses**:
High school diploma / GED

**Knowledge / Skills / Abilities**:
Language Skills: Able to speak, read and write English; Spanish language helpful.

Mathematical Skills: Understanding of retail and cash handling operations required.

Computer Skills: Proficiency with Microsoft Word, PowerPoint, Excel, Outlook, and Explorer; able to learn other software programs as necessary. Proficiency with or ability to learn/use Chameleon software (for use with animals in a shelter environment).

**Other**:
Regular attendance and punctuality required.

**Work Environment / Physical Demands**:
There will be standing and walking required, as well as lifting up to 25 pounds. There may be occasional wet floors, animal noises, odors, and dander. Most time will be spent in a typical air-conditioned and heated office environment. The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

**Employee Values**:
All AHS employees are expected to uphold the values of Innovation, Compassion, and Excellence**.**

**Additional Information**

The Arizona Humane Society is an Equal Opportunity Employer and a participant in the E-Verify program. Pre-employment background check required.