Customer Care Center Specialist (Bilingual)

About the Role

This position functions in a fast-paced, performance-based call center environment where calls may be monitored and assessed. The role involves handling multiple tasks simultaneously, providing high-level personalized customer service, and acting as an ambassador for the SPCA of Texas.

Responsibilities

• Answer incoming calls from branch offices and assist customers with inquiries.
• Make outbound calls to remind customers of scheduled appointments.
• Field questions about SPCA of Texas accounts, services, products, fees, website information, and branch offices.
• Respond to customer inquiries courteously, efficiently, and professionally.
• Search for and enter information while managing multiple open browser windows and handling calls.
• Report daily activity and ensure all email requests and voicemails are responded to by end of day.
• Confirm all clinic appointments two days in advance.
• Maintain and prepare daily reports.
• Send mass emails to various groups and review customer emails, providing timely responses or routing them to the appropriate department.
• Maintain data integrity and meet or exceed monthly performance measures.
• Actively engage with volunteers to support and improve the volunteer program.
• Serve as an ambassador for the SPCA of Texas, sharing its mission and work with others.
• Demonstrate the Core Values of the SPCA of Texas.
• Schedule clinic and admitting appointments based on availability and client-provided information.

Requirements

• Two years of experience in a high-volume call center setting.
• Bilingual proficiency.
• Two years of college preferred.
• Strong telephone communication and interpersonal skills.
• Effective verbal and written communication abilities.
• Ability to organize, prioritize, and manage multiple tasks.
• Set and meet deadlines while working autonomously under pressure.
• Detail-oriented, resourceful, and able to maintain confidentiality.
• Ability to work in a fast-paced environment with repetitive tasks while maintaining energy.
• Professional representation of the SPCA of Texas, often as the first point of contact for the public.
• Accurately field basic questions about SPCA of Texas services and programs without providing personal opinions, treatment recommendations, or diagnoses.

Physical Demands

• Regular use of hands to finger, handle, talk, and hear.
• Frequent standing, walking, sitting, reaching, stooping, kneeling, or crouching.
• Ability to lift and/or move up to 40 pounds.
• Specific vision abilities required: close vision, distant vision, color vision, peripheral vision, depth perception, and ability to focus.
• Potential exposure to animal odors or airborne particles; moderate noise level in the work environment.

Schedule

• Full-time position, Monday through Friday, 8:00 AM to 5:00 PM.
• May require working more than 8 hours in a day or 40 hours in a week.
• Minimum of 5 days a week in the office for collaboration and career development.