Customer Service Representative

Position: Customer Service Representative

Reports to: Assistant Shelter Manager

Location: Newark, DE

Are you passionate about being a champion for companion animals? Do you embrace optimism and
compassion, meeting everyone with an open mind, kindness and respect? Want to join a growing team
dedicated to bringing people and companion animals together for a lifetime of love? Become a part of
the Delaware SPCA family! We are looking for animal lovers who want to make a lasting difference for
needy pets in our area. The Delaware SPCA located in Newark, DE (Stanton), is a private, nonprofit
organization that is Delaware’s oldest animal welfare agency, founded in 1873.

Position Summary: The Customer Service Representative is responsible for providing high-quality
customer service in person and on the phone. As the first person our guests meet when they call or walk
in the door, this position requires professionalism, a positive attitude, and enthusiasm for working with
the general public. The ideal candidate is a team player who thrives in a fast-paced environment. The
Customer Service Representative interfaces with the public during animal intake and adoptions, and
therefore must be able to maintain a calm environment for people and animals, deescalating and
diffusing tense or emotional situations. This job requires weekend and holiday availability.

Responsibilities:

  • Promptly and courteously answer telephones
  • Greet clients at the front desk
  • Provide excellent customer service both over the telephone and in person to all clients
  • Respond to inquiries regarding services and policies
  • Schedule clinic appointments in computer software systems, ensuring accurate data is received
    and input for each appointment
  • Perform clinic check-in/check-out procedures
  • Perform animal intake/adoption procedures
  • Maintain organization and cleanliness of office and public areas
  • Perform other duties as needed

Skills & Experience:

  • Minimum one year of work experience in retail or customer service position involving personal
    contact with customers preferred
  • Minimum high school diploma or GED required, degree preferred
  • Ability to provide excellent customer service, including phone and face to face interaction
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously
  • Basic to Intermediate computer knowledge and experience
  • Ability to complete paperwork and enter data accurately and efficiently
  • Excellent interpersonal skills with clients and staff
  • Experience using fax and copy machines
  • Punctual and dependable with a professional, neat appearance
  • Organized with demonstrated attention to detail
  • General animal knowledge
  • Share a passion for service to animals, people, and our community
  • Background check and drug screen required