Call Center Representative

Summary of Job:

Call Center Representative - will field incoming calls and handle them appropriately. Representative is responsible for providing optimal customer service while answering questions and interacting with callers.

Essential Functions:

• Respond to questions from the public over the phone

• Log calls and caller information

• Learn LA/SPCA protocols to answer questions effectively

• Transfer out calls when necessary

• Educate the public on responsible pet ownership

• Promote and support the LA/SPCA’s programs and mission

• Willingness and ability to learn about cat and dog behavior, common issues, and ways to address them in order to make good adoption matches and to keep animals in homes.

• Maintain a professional and friendly demeanor and provide good customer service

• Working courteously and cooperatively with other staff members and volunteers

• Maintain confidentiality regarding all calls

• Treat all animals humanely, properly, and with compassion at all times, regardless of the situation or circumstance and promoting a humane and caring attitude toward all animals.

• Other duties as requested by Supervisor

Education and/or Experience:

• Must have a high school diploma or G.E.D., some college preferred

• One year of customer service experience preferred

• Some data and analytics experience preferred

Minimum Qualifications (or skills and knowledge):

* Spanish speaking candidates will have priority

• Must be able to pass a criminal background check and pre-employment substance screening & physical

• Strong interpersonal skills. Must be personable, outgoing, patient, professional, and able to get along well with a variety of people.

• Must be PC and Excel proficient, and able to handle multiple tasks at one time.

• Excellent written and oral communications skills.

• Maturity, good judgment and a professional personal appearance.

• Flexibility, ability to manage multiple tasks.

• The ability to remain pleasant and calm even in stressful situations.

• The ability to ask appropriate questions to gather information along with the ability to feel and show empathy for others.

Physical Requirements:

• Should not be allergic to animals; must be able to work around all animals

Working Environment: 

• Potentially subject to animal bites and scratches

• Works in an area with a high noise level.

• Some remote work available

Benefits include but not limited to: 

• Health Insurance, Life Insurance, 401K      match  
• PTO and paid holidays  
• Qualification and assistance for Public      Service Loan Forgiveness  

Salary Range: $15.00 - $18.75 per hour (commensurate with experience)