Customer Experience Assistance Animal Specialist

Job Purpose/Overview

As an Assistance Animal Specialist on our Customer Experience team, you will manage escalated and complicated situations related to Assistance Animals. You will assist customers and clients with Assistance Animal-related questions, work closely with team members, and contribute to a positive work environment.

Objectives

• Independently resolve escalated Zendesk tickets regarding Assistance Animals with empathy, technical expertise, and speed.
• Expertly de-escalate high-tension situations to ensure positive outcomes for both clients and customers.
• Partner with the Assistance Animal team to streamline communication and provide cross-functional support.
• Proactively identify workflow inefficiencies and propose creative solutions to enhance company growth.
• Support cross-departmental initiatives and peer mentorship without compromising core CX responsibilities.

Customer Support

• Use all applicable tools (ZenDesk, Hubspot, Slack, Wiki, and applicable documents) to manage customer and client inquiries regarding Assistance Animals.
• Respond quickly, professionally, and accurately to customer and client inquiries.
• Contribute towards a positive work environment.
• Support and transparently communicate with all other departments regarding customer experience issues.

Assistance Animal Specialist Specific Duties

• Show attention to detail, problem-solving skills, and critical thinking skills.
• Analyze submitted documentation to determine whether it meets Fair Housing guidelines.
• Review other profile information for accuracy of information.
• Contact medical providers by email, fax, or phone to verify documentation.
• Take ownership of assignments and be proactive towards achieving goals.
• Synthesize all information given across all platforms to come up with the best possible solution for the situation.
• Occasionally assist a client or customer over the phone.

Essential Job Functions

• Prolonged periods of sitting and working on a computer.
• Proficient computer skills with the ability to learn new software.
• Meet individual performance targets by achieving key productivity and quality KPIs.
• Contribute to a collaborative team by sharing ideas and process improvements, while working in a hybrid environment that requires being in the office 3 days a week.
• Regular attendance at in-office team meetings and training sessions is a component of the hybrid work model.

Qualifications

• Expertise: Background in disability-related fields (Psychology, Behavioral Health, or Special Education) and 1+ years of customer service experience preferred.
• Communication: Exceptional active listening and professional articulation skills; experience with de-escalation and tactful conflict resolution.
• Technical Proficiency: Skilled in CRM and collaboration tools, including Zendesk, HubSpot, Google Suite, Zoom, and Slack.
• Operational Skills: Proven ability to multitask and prioritize in fast-paced environments while maintaining high-quality performance markers.
• Core Attributes: Detail-oriented, proactive in seeking clarity, and a compassionate team player with a resilient growth mindset.

About PetScreening

• Vision: PetScreening strives to be the global leader for pet screening and animal validation. We want to make the world more pet inclusive no matter where you live, work, play, or stay.
• Mission: PetScreening advocates responsible pet ownership and helps validate legitimate assistance animal accommodation requests.
• What We Do: PetScreening™ is the fastest growing pet-property tech SaaS company. We help property managers and housing providers manage residents' pets and assistance animals.
• Culture: PetScreening has a pet-friendly office located in the heart of the Merino Mill in Mooresville, NC (Lake Norman area). Our large office provides space for independent, team, and large group collaboration within several different types of work spaces. Our casual office environment encourages our employees to bring their pets to work. We offer a hybrid schedule, which includes select optional remote work days allowing our employees to work hard while having fun.
• Benefits Offered: Medical/Dental/Vision/HSA benefits offered after 30 days of employment. Company sponsored Life Insurance and Short Term Disability. Optional Life Insurance and Long Term Disability Plans. 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment. Paid time off accrual beginning first day of employment. Paid holidays. Optional remote work days. Paid Family/Military/Bereavement leave. Pet friendly office.