Customer Care Center Specialist (Bilingual)

This position is Supervised by:  Supervisor, Customer Care Center

This position Supervises/Manages: None

Essential Functions of the Position:
•    Function comfortably in a fast-paced, performance-based call center environment where any call can be monitored and assessed.
•    Ability to carry out several tasks at the same time
•    Answer incoming calls from branch offices and assist customers with specific inquiries
•    Make outbound calls to remind customers of scheduled appointments
•    Field questions from potential customers regarding SPCA of Texas accounts, services, products, fees, website information and branch offices.
•    Reply to customer inquiries in a courteous, efficient and professional manner providing a high level of personalized customer service
•    Search for and enter information, moving between two or more open browser windows on the desktop, while also on the phone
•    Report daily activity
•    Must ensure all email requests and voicemails are responded to by end of day
•    Must ensure all clinic appointments are confirmed two days in advance
•    Maintain and prepare daily reports
•    Send out mass emails to various email groups
•    Review customer emails and write timely, professional responses to inquiries or route emails to appropriate department for review and response
•    Keep up with data integrity
•    Must meet/exceed monthly performance measures
•    Actively engage with volunteers in such a way that provides support for our volunteers and staff and proactively improves our volunteer program.  
•    Be an ambassador for the SPCA of Texas, sharing the work and mission with your friends and family and be knowledgeable of the various ways to support our work.
•    Demonstrate the Core Values of the SPCA of Texas.

Typical decisions this position has TOTAL authority to make:
•    Scheduling clinic appointments based on availability and information available from the client regarding the clinic need.
•    Scheduling admitting appointments based on availability and information available from the client regarding the type of animal being surrendered
Typical problems this position will face:
•    Making sound, quick decisions based on available information
•    Technical difficulties with phone network.
The below statements represent the Major responsibilities this position will be held accountable for:
•    Demonstrate the Core Values of the SPCA of Texas
•    Must be a professional representation of the SPCA of Texas, as they are often the first encounter the public has with the organization.
•    Must be able to accurately field basic questions regarding SPCA of Texas services and programs.  Personal opinions, treatment recommendations, possible diagnoses, etc. are prohibited.
•    Must ensure all email requests and voicemails are responded to before 5:00 daily.
•    Must ensure all clinic appointments are confirmed two days in advance before leaving.
•    Must meet/exceed monthly performance measures.

Knowledge, skill, and abilities needed to perform the Essential functions of this position:
•    Must demonstrate the Core Values of the SPCA of Texas on and off the job.
•    Two years experience in a high volume call center setting
•    Must be bilingual
•    Two years of college preferred
•    Strong telephone communication and interpersonal skills due to the heavy phone use this job entails.
•    Effective verbal and written communication
•    Organize, prioritize and manage multiple tasks
•    Set and meet deadlines
•    Work autonomously and perform well under pressure
•    Detail-oriented and resourceful
•    Ability to work in a fast-paced environment, maintaining energy through often-times repetitive tasks
•    Ability to keep information confidential.

Required professional licensing or certifications:
•    N/A

PHYSICAL DEMANDS
•    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  
•    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•    This position is regularly required to use hands to fingers, handle, and talk and hear.  The incumbent is frequently required to stand, walk, sit, reach with hands and arms, and stoop, kneel or crouch.  The position holder must be able to regularly lift and/or move up to 40 pounds.  
•    Specific vision abilities required for this position include close vision, distant vision, color vision, peripheral vision, depth perception, and ability to focus.
•    While performing the duties of this job this position may be exposed to animal odors or airborne particles.  
•    The noise level in the work environment is usually moderate.

WORKING CONDITIONS
•    The individual performing this job may be required to work more than 8 hours in a day or  40 hours in a week.
•    A minimum of (5) days a week in the office provides the ideal combination of in-person collaboration and career development opportunities while still providing flexibility and a
work-life balance.