As a member of our Lost Pet Recovery Team, you will provide the critical service of taking inbound calls regarding lost and found pets, making outbound calls to inform pet parents that have our membership product that their pet was found to reunite pets and their owners. Meeting the diverse needs of our customers requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward.

Lost Pet Recovery Team is fast paced, performance-driven and rewarding. We value our advocates career growth and ongoing professional development-- and we regularly recognize their achievements and outstanding results.

Job Duties/Responsibilities:

• Handle inbound inquiries from members and non-members who’ve lost their pets, good Samaritans who have found lost pets, and connect them with each other through inbound and outbound calls
• Explain services based on membership levels and subscriptions
• Process membership sales when required via inbound and outbound dials – A bonus will be paid monthly for sales related to membership
• Engage by phone inbound and outbound, email and live chat with members and non-members, good Samaritans, veterinary clinics, shelters, animal control officers, law enforcement officers, etc. to get pets home safely
• Input ownership transfers for microchipped pets to ensure that pets are associated with the proper owner
• Assist with membership info folders and other membership related work
• Cross sell when appropriate
• Other duties as assigned

Education/Experience:

• Minimum High School diploma or equivalent, post-secondary would be an asset
• 1-2 years of customer service experience, dealing with the general public is preferred
• Call centre experience is an asset

Required Qualifications (Certifications, Licenses, Software Programs, KSA’s):

• Exceptional telephone communication skills; able to engage with most any type of customer and speak with confidence and empathy while diffusing difficult situations
• Good technical knowledge and comfort level in a Windows environment, with strong keyboarding skills. Demonstrated ability to learn new systems and navigate multiple screens in a customer-service oriented role
• Knowledge of Microsoft Office Suite would be an asset
• Experience in a fast-paced, metrics-driven environment with a high sense of urgency
• You have demonstrated the ability to multitask in a fast-paced environment and a genuine empathetic and engaged communication style
• Strong attention to detail. Accuracy in data entry is critical when you are dealing with microchip numbers, phone numbers and pet ownership details

Additional Qualifications:

• The Lost Pet Recovery Queue is open 24/7/365 as an emergency customer care line. As such all Lost Pet Recovery Specialist must be available to work between the hours of 7:00 am and 9:00 pm, weekday and weekend nights, including Canadian and US Holidays

Work Requirements:

• Frequent communications, verbal and written
• Must be able to read, count and do simple mathematics
• Be able to lift up to 10lbs. occasionally
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc
• Constantly operates a computer and other office productivity machinery, such as a phone with headset, calculator, copy machine, and computer printer

Job Type: Full-time

Salary: $34,650.00-$35,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision care
• Work from home

Schedule:

• 8 hour shift

Supplemental pay types:

• Commission pay

Application question(s):

• Have you ever been convicted of a criminal offence for which a pardon has not been granted?
• What are your salary expectations?

Experience:

• Call Center Sales: 1 year (preferred)

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