Client Care Associate

Maryland SPCA•Baltimore, MD

31d•$18 - $19•Onsite

About The Position

The Resource Center Client Care Associate is responsible for handling a large volume of live client calls and messages. Provides exceptional customer service by answering questions, providing information and guidance, and directing clients to the appropriate department/person.

Requirements

High school diploma or GED
Excellent customer service skills, with ability to deal tactfully and effectively with all stakeholders, even in difficult situations
Basic knowledge of animal breeds, animal health, animal handling and humane care
Computer literacy required
Ability to use Microsoft Office including Word, Excel, Outlook, and Teams. Google Voice should also be understood with the capability of using multiple platforms simultaneously.
Effective written and verbal communication skills for in-person and telephone contacts
Reliable and detail oriented
Ability to thrive in a fast-paced environment
Ability to multi-task and stay calm under pressure
Commitment to and enthusiasm for the mission, programs and services of the Maryland SPCA

Responsibilities

Provide clients with exceptional customer service, ensuring they feel supported and valued
Effectively answer, record, log, and process all client calls, requests, questions, or concerns in a professional and efficient manner
Utilize, maintain and update software, databases, scripts, and tools appropriately
Accurately and confidently describe all services and programs to clients including owner surrenders and adoption returns, lost and found pets, pet end of life services, shelter policies for adoption, spay neuter, food pantry, and medical services
Collect initial information about client needs and then work collaboratively to solve problems and/or provide best possible solutions and outcomes
Create and maintain record of client interactions via call log and shelter database according to protocols
Resolve problems by clarifying issues, researching, exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems
De-escalate situations involving emotionally heightened clients, offering patient assistance and support
Understand and strive to meet call center metrics while providing excellent consistent customer service
Collaborate with other call center professionals to improve client experience and protocols
Take part in training and other learning opportunities to expand knowledge of organization and position
Follow communication procedure, guidelines and policies
Assist with training and shadowing sessions for new colleagues
Complete all tasks assigned by management