Customer Service Associate

Customer Service Associate2019-01-11T14:19:52+00:00

We are currently seeking a Customer Service Associate to support the mission of North Shore Animal League America by providing exceptional Customer Service to all internal and external clients. Exhibit a “Pro-North Shore” attitude at all times, keeping in mind that the Customer Service Department is the primary point of contact for the League and must represent the League in a positive and professional manner.

Duties and Responsibilities:

  • Provide exceptional Customer Service in accordance with League standards, policies and procedures.
    • Answer 100-150 inbound calls daily. Follow call-handling protocols provided by management.
    • Respond to email inquiries within 24 hours of receipt. Follow email-handling protocols provided by management.
    • Respond to written correspondence received via daily USPS mail and FedEx.
  • Conduct outbound phone campaigns.
    • Promote League events – ie: Adoptathon
    • Generate revenue – conduct fundraising calls to previous adopters.
    • Donor retention – contact lapsed or cancelled sponsors to renew their support of the League.
  • Perform various data entry functions.
    • Update donor information – ie: address, phone #, credit card info, refunds.
  • Assist with the fulfillment of in-house mailings.
    • Fulfill donor requests for informational brochures, calendars, etc.
    • Assist Marketing Departments with in-house mailings as needed.
  • Perform various administrative tasks.
    • Maintain an organized filing system of correspondence, refund/donation documents, enrollment forms, etc.
    • Additional duties may be assigned at the discretion of management.

Requirements:

  • 3+ years Customer Service experience in a small to mid-sized call center environment.
  • Excellent written and verbal communication skills.
  • Strong organizational and multi-tasking abilities.
  • Working knowledge of Microsoft Office applications

This position is 5 days a week including 1 weekend shift. The work hours 10:00am -6:00pm.

We offer a competitive salary and an excellent benefits package including medical, dental, and much more. For consideration, interested candidates can forward their resume and cover letter, along with salary requirements to [email protected].