PetScreening

Customer Support

• Manage escalated and complicated situations related to Assistance Animals.
• Assist customers and clients who have complex Assistance Animal-related questions.
• Independently resolve escalated Zendesk tickets with empathy, technical expertise, and speed.
• Expertly de-escalate high-tension situations.
• Partner with the Assistance Animal team for cross-functional support.
• Analyze submitted documentation to determine Fair Housing guideline compliance.
• Contact medical providers to verify documentation.

Customer Experience Assistance Animal Specialist

Reviewer

• Analyze submitted documentation to determine whether it is sufficient to meet Fair Housing guidelines.
• Review other profile information for accuracy of information.
• Show attention to detail and critical thinking skills.
• Take ownership of assignments and be proactive towards achieving goals.
• Meet designated production goals
• Provide professional explanations to users regarding insufficient information.
• Collaborate with the team in discussions regarding questionable information.
• Participate in team discussions regarding procedural changes or continued training.
• Report to team lead and management as appropriate.
• Prolonged periods of sitting and working on a computer.
• Proficient computer skills with the ability to learn new software.
• Meet individual and team performance targets by achieving key productivity and quality KPIs.
• Contribute to a collaborative team by sharing ideas and process improvements, while working in a hybrid environment.

Customer Experience Assistance Animal Specialist

Junior Assistance Animal Reviewer