Customer Support Representative

This is a remote position.

Job Description

As our Customer Service Representative, you’ll be the heart and voice of our dog rescue operation, playing a crucial role in our mission to save and rehome dogs. You’ll be the first point of contact for potential adopters, foster families, and those needing to surrender their pets, guiding them through our processes with compassion and expertise. This position offers a unique opportunity to make a real, tangible difference in the lives of both dogs and people. You’ll work directly with our founder, a passionate realtor by trade, to ensure that every interaction reflects our commitment to animal welfare and exceptional service. Your role will be instrumental in matching deserving dogs with loving homes, supporting our foster network, and providing comfort to those facing difficult decisions about their pets.

Responsibilities

• Be the welcoming voice of our rescue, answering incoming calls with warmth and professionalism
  
• Guide potential adopters through our process, helping them find their perfect canine companion
  
• Support our foster program by providing information and assistance to current and prospective foster families
  
• Handle surrender inquiries with sensitivity, gathering necessary information and offering support
  
• Maintain accurate records of all interactions using our call management system and basic CRM tools
  
• Manage our voicemail system outside of business hours, ensuring all messages are addressed promptly
  
• Assist with data entry and record-keeping to keep our operations running smoothly
  
• Collaborate with our team to prepare for our annual fundraising event, potentially assisting with marketing tasks
  
• Stay up-to-date on our available dogs and rescue policies to provide accurate and helpful information to callers
  

Requirements

• Excellent verbal and written communication skills in English, with a warm and engaging phone manner
  
• Strong customer service orientation and ability to handle diverse caller needs with empathy and patience
  
• Basic computer skills, including proficiency with spreadsheets and data entry
  
• Ability to follow scripts while also thinking independently to address unique situations
  
• Emotional intelligence and resilience, especially when dealing with sensitive or challenging calls
  
• Passion for animal welfare and enthusiasm for the mission of dog rescue (prior experience or knowledge a plus)
  
• Ability to work full-time during US business hours (Eastern Time)
  
• Strong organizational skills and attention to detail for accurate record-keeping
  
• Adaptability and willingness to learn new systems and processes as our organization grows
  
• Team player mentality with a positive attitude and dedication to making a difference in dogs’ lives