Lead Customer Support Specialist

Purpose Of Position

The overall duties of the Customer Support Lead position consist of two general duties: providing support for other Customer Support Specialists and ensuring the quality of the customer service experience. The Customer Support Lead is responsible for overseeing the accountability of customer service representatives during their shift, acting as a resource for company processes, procedures, and best practices, and ensuring that customers receive timely, professional, and rewarding interactions.

• Represent the Nebraska Humane Society (NHS) in a professional, compassionate manner.
• Greet, assist, and direct the public.
• Multitask and provide effective customer service to large numbers of people.
• Perform accurate data entry using proprietary software for customer service and other departments.
• Process pet licenses and update customer files accurately.
• Maintain and balance individual daily cash drawers; handle large sums of money.
• Accept monetary and non-monetary donations from the public.
• Register the public for all NHS offered community classes and services, dog obedience classes, Camp Kindness, Pet Avocation, applications, Breeders Permits, Feral Cat Colony applications, volunteer applications, foster care applications.
• Assist public with euthanasia requests and Rainbow Bridge Services by offering compassion and knowledge of available Rainbow Bridge packages.
• Assist customers with and process adoptions.
• Assist the Adoption Department with counseling as needed.
• Resolve customer complaints in person and on the phone.
• Intake and process all over-the-counter stray animals, wildlife, and owner‑surrendered animals brought into the shelter.
• Intake and process all over-the-counter animals brought in from outside agencies, rescues, etc.
• Impound animals back to owners who can provide proof of ownership per individual city ordinances, charging appropriate fees, etc.
• Educate the public on city ordinances and proper care of animals.
• Write clear, concise memos.
• Scan incoming animals for a microchip and transfer all incoming cats into carriers when possible.
• Identify aggressive animals and handle various behaviors accordingly.
• Record and report any behavior and/or medical observations on incoming animals.
• Complete customer Lost and Found reports and walk the public through the stray kennels.
• Perform follow‑up calls to customers with current Lost/Found reports.
• Based on departmental needs, this position may also be trained for assisting with opening/closing duties of the shelter and the Lost & Found desk as needed.
• Perform any other duties as may be assigned by the Customer Service Director.

• Responsible for opening and closing the shelter.
• Balance and close out all checks and credit card terminals daily; ensure that all Customer Support Specialists have balanced individual cash drawers.
• Responsible for daily change‑over list of animals.
• Verify all data entry by Customer Support Specialists is accurate for microchip forms.
• Merging of all duplicate animal and person files.
• Handle customer service complaints when the Customer Support Manager is not available.
• Ensure all confiscated animals have been held in accordance with city ordinances and complete release forms for such animals.
• Sell all potentially dangerous and dangerous dog licenses in accordance with city ordinance.
• Process all over-the-counter and in‑shelter bite animals (quarantines) per current procedures.
• Process all over-the-counter bat intakes and determine if the bat needs to be sent off for rabies testing.
• Assist in hiring, training, promoting, and supervising Customer Support staff.
• Responsible for initial and ongoing training of Customer Support personnel.
• Assure that all Society procedures are carried out by Customer Support personnel.
• Motivate all Customer Support personnel to meet and exceed standards and assist in helping personnel solve work‑related problems.
• Assist with the preparation of work schedules and expedite workflow.
• Responsible for distribution of incoming mail into individual mailboxes.
• Responsible for distribution of incoming faxes into…