Customer Service Coordinator

2 months ago

Collingwood, Canada Georgian Triangle Humane Society Full time

**Position: Customer Service Coordinator**

**Reports To: Manager of Finance**

**Date Reviewed: April 17, 2024**

**Position Summary**:Reporting directly to the Manager of Finance, this role is designed for someone who loves people and animals, who sees the bigger picture and knows what it takes to engage people in a meaningful way. This role is responsible for coordinating the day-to-day functions of a busy reception desk, handling paperwork, forms and systems between multiple departments and overseeing retail sales. This role requires a high-level of enthusiasm, organization, hospitality, and a passion for ensuring a great customer experience.

**Position Schedule**: 14 hours per week across 2 mid-week working days, 9:30am to 4:30pm including a 30 minute unpaid lunch

The Georgian Triangle Humane Society (GTHS) envisions a community that is compassionate and caring towards pets and each other. At the GTHS, we are passionate about solving the impossible until it becomes possible. We support lifelong learning in our team’s continued pursuit of information to empower them in their current role. Our values direct our organization in all that we do, from the programs and services we create, to our policies and procedures, our team, and to how we ultimately care for our pets and community. Our values include:

- Compassion for Pets and People
- Well-Being
- Perseverance
- Inclusivity
- Lifelong Learning

**ROLES AND RESPONSIBILITIES**
- Customer Care_
- Works to ensure all GTHS visitors and supporters have an exceptional customer service experience when working with or visiting the GTHS animal centre
- Responsible for the GTHS main phone lines, answering queries and directing calls as required.
- Works to connect the dots between GTHS customers, adopters, donors, and volunteers with GTHS programs and initiatives
- Supports the administration and execution of adoptions and intakes of GTHS animals supporting the related Program Coordinator’s as necessary
- Coordinates GTHS retail store ensuring that the front of house is always stocked, clean and inviting
- Adoption and Program Support_
- Be an ambassador of the Adopter’s Welcome, connecting potential adopters to adoption counsellors, and creating a friendly environment
- Working with the Adoptions Coordinator & volunteer Adoption Counsellors, processing paperwork & utilizing adoption software
- Prepare and monitor stock of adoption kits ensuring there are always enough on hand.
- Coordinates administrative aspects of various GTHS programs including Pet Health clinics, Humane Education classes and dog school, pet pantry and pet support services. Includes receiving and processing registration forms & payment
- Maintain an organized filling system for adopted animals and complete conversion of files to digital records
- Complete requests for medical records of adopted animals from vet clinics or owners
- Process municipality forms and contracts for stray animals
- Social media advertising of lost animals
- Donor Relations Support_
- Responsible for accepting donations, both financial & in-kind, providing excellent customer service. In addition, completing the administrative duties in recording donations
- Encourages visitors to donate and/or volunteer to support the mission
- Daily Financial Transactions_
- Ensures daily financial transactions are accurately recorded in the CRM database
- Produces accurate & balanced end-of-day reconciliation reports
- Be able to complete inventory counts on retail inventory as required

**REQUIREMENTS**
- Experience in administration with a focus on customer service (two years preferred)
- Administrative education is an asset (e.g. business or office administration)
- Superior customer service and communication skills; sales skills would be an asset
- Experience with cash handling skills required, experience with electronic card machine ideal and end of day closing procedures
- Strong time management and interpersonal skills
- Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization
- Speak, listen, and write in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques
- Self-motivated with a proven ability to complete tasks with competency and accuracy
- Strong computer proficiency in the Microsoft Office suite of programs (MS Outlook, Excel, Word,) and data entry with keen attention to detail and accuracy
- Able to learn and utilize multiple databases/systems simultaneously
- Experience with CRM database systems is an asset
- Demonstrate understanding of, and passion for, animal welfare
- Value alignment with our GTHS values including compassion for pets and people
- Clear criminal record check vulnerable sector

**Position Perks**:

- Opportunities for team connections and collaboration in person
- Professional development/training opportunities
- Regular interactions with adorable animals and

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