Call Center Team Member

This position is managed by:Call Center Manager

The Call Center Team Member provides excellent customer service and delight in finding solutions to caller problems. The Call Center Team Member is knowledgeable of the Houston SPCA services and can help provide the correct information and appropriate support staff to assist with caller needs.

Essential Functions of the Position:

• Greets the public entering the Administration Building and provides information and directions as needed.
• Advises potential adopters of Houston SPCA adoption benefits, policies, and procedures.
• Explains the Rehoming Center intake policies and processes and provides referral information as needed.
• Assists individuals in locating their lost pets by helping the owner navigate our “Found Animals” web page.
• Responsible for entering any lost pet reports received through the website in our database and notify the Rehoming Department of any potential lost and found pet match.
• Educates the public and answers questions from the public, regarding Texas Animal Cruelty laws.
• Gathers the necessary information from the caller and enters all cruelty reports into the database. Relays critical and time sensitive information immediately to assigned investigator, or on-call investigator when applicable.
• Responsible for gathering all the necessary information from the caller to dispatch the Rescue Ambulance for animals in need of medical attention or in severe distress.
• Responsible for entering all Rescue Ambulance reports into the database and relays all rescue reports via email to the appropriate rescue driver on duty.
• Assists callers with directions and instructions on emergency drop-off protocol of domestic injured or orphaned stray animals.
• Assists callers with directions and instructions of emergency drop-off protocol of injured or orphaned wildlife.
• Answers questions referring to services provided by Houston SPCA Pet Wellness Clinic & Pharmacy.
• Assist callers with information of all Houston SPCA programs such as, but not limited to: Volunteers & Fosters, PetSafe, Critter Camp, Adoption Transfer Program, and community programs.
• Directs callers to the appropriate extensions and departments in charge of these programs.
• Maintains assigned equipment and supplies in safe condition and report any problems or needed repairs to the Call Center Manager.
• Notifies recipients of any mail/packages delivered.
• Protects all confidential information, including customers, donors, animals, and internal communications.
• Answers the phones professionally and represents the Houston SPCA by providing excellent customer service and focus.
• Provides information to the public about Houston SPCA programs and promotes good animal care and responsible pet ownership.
• Advises potential adopters of Houston SPCA adoption benefits, policies, and procedures. Provides information to the public about Houston SPCA programs and promotes good animal care and responsible pet ownership.
• Perform additional responsibilities as assigned.