Lead Customer Service Representative

About the Role

Performs all job duties and essential functions for the position of Customer Service Representative. Demonstrates skill in selling products and services to prospective customers and can quantify and teach these skills.

Responsibilities

• Handle cash management, including accepting cash, check, and credit payments for center services and ensuring end-of-day cash drawer balance.
• Supervise sales activities, assist customers, and communicate information to Customer Service Representatives as directed by the Manager.
• Respond to customer complaints professionally and courteously, resolving problems satisfactorily under the Manager’s direction.
• Train Customer Service Representatives, including Associate Certification Training, as directed by Management.
• Assist Management with administrative duties, such as financial reports, computer reports, and balancing the cash drawer.
• Act as key holder, opening and closing the center as directed.
• Maintain the appearance and cleanliness of the lobby and front desk areas.
• Complete all required training and attend training sessions as needed or assigned.
• Respond to computer reservation system questions or problems and report them to the Manager or contact IT support.
• Manage retail inventory if assigned.
• Perform other duties as assigned.

Requirements

• High School Graduate or equivalent.
• Proven track record as a Best Friends Customer Service Representative.
• Customer Service Associate Certification.

Skills

• Strong communication and interpersonal skills.
• Excellent telephone skills.
• Ability to think clearly and quickly to resolve problems.
• Professional manner at all times.
• Love of animals.

Physical Requirements

• Ability to work evenings, weekends, and holidays.
• Frequently lift 40 pounds.
• Stand, walk, and climb stairs for eight hours per day.
• Utilize a multi-line telephone and work on a computer system.
• Handle dogs on leashes.
• Work in an environment with exposure to disinfectant/sanitation chemicals, animal dander, and excretions.